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Mô tả công việcWith the vision of “The first choice life insurer of all Vietnamese families.”, “Professionalize and streamline Customer support” and “Grow and Preserve value”, Prudential aims to organizing the delivery the excellent service to customers, improve customer retention/persistency, and perform efficiently with professionalism and sustainable growth in a competitive but growing market.
This position is the Leader of Customer Service to set customer, operation, persistency strategies and organize the delivery of high quality services to customers during policy life cycle to ensure customers satisfaction, retention, paid rate to promote the company’s image and brand.
1. To set, refine and manage the overall Customer and Persistency strategy to ensure the customer satisfaction, retention and paid rate.
2. To propose the strategic projects to drive change, transformation, continuously improve working processes, enhance customer satisfaction, effectiveness and efficiency.
3. To lead Customer Service Department (Customer Care, Complaint Handling, Call Center, Premium Collection & Retention and Policy Service…) to deliver the excellent service to customer during policy life cycle to improve customer retention, paid rate, customer satisfaction, attract new customer, and promote the company image & brand to prevent any crisis occurring.
4. To act as a company’s Senior Management Team, contributing to the overall PVA & OP management agenda.
5. To manage all teams of Customer Service in processing customer queries, request and complaints to meet key KPIs for business performance, pending, service level agreement, expenses/budget and quality (defects).
6. To be in charge of driving the company annual strategic KPIs setting by PCA for customer retention, net new customer, paid rate, premium collection.
7. To demonstrate capabilities to lead, and motivate Customer Services to ensure smooth operation and good staff engagement.
8. To coordinate with Franchise & BM to implement strategic projects, KPIs and service level agreement to meet business requirement.
9. To work closely with CSC/Franchise, and GA to ensure end to end policy processing process (from request submission at GA, CSC to sending letter) is optimized in terms of time and cost.
10. Continuous improve, review and standardize working process, to maximum efficiency and productivity, deliver the consistent service with high quality to PVN’s customers/agents.
11. Continuous personal development in technical and soft skills to lead team to deliver service to internal and external customers in a timely, effectively and professional manner.
12. To coordinate and cooperate with other related departments and sections to resolving any issues related to Customer Services to ensure customers’ satisfaction and meet group, regional and company compliance.
13. To maintain strong and constructive relations with distribution, Franchise, BM & GA teams to align Customer Service goals with distribution, Franchise, BM & GA goals and ensure positive communication and mutual commitment.
14. To review and amend relevant forms and policy wordings for new products and customer communication to meet customer needs and company requirements.
15. To manage and highlight any risks associated with Customer Services processes.
Yêu cầu công việcKey Success Factors:
1. Qualification: University graduation
2. Experience: 5-year experience in Life Insurance/Banking/Finance services sector
5-year experience in management and leadership
3. Knowledge: Leadership, Management, Life insurance, Office computer.
4. Skills: Creative thinking, Problem analysis, solving and Judgment, Communication, Analytical thinking, Adaptability, Customer oriented, Negotiation, Presentation, Influence and Empathy.
5. Leadership: Proven ability to set targets, drive and motivate teams to work through obstacles and setbacks to deliver goals in a high performing culture.
6. Strategic thinking: Proven ability to propose strategy for customer, operation and persistency for short term (3 years) and long term (3 – 5 years).
Quyền lợi được hưởng- Extensive training program
- Financial Support, Health care and Well-being programs for all staff and their family
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