Assistant Director, Customer Excellence and Solutions

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Roles & Responsibilities

• Lead and manage the Customer Retention & Excellence and Customer Solutions team, ensuring effective management of certificate servicing and project delivery.
• Develop and implement strategies to optimize policy/certificate servicing processes, streamline operations, and enhance efficiency.
• Use technology and automation to streamline servicing operations.
• Oversee day to day operations of certificate servicing, to ensure compliance with regulatory requirements and internal policies.
• Provide leadership and direction to the Customer Solutions team, ensuring high-quality of project delivery.
• Collaborate with cross-functional teams to drive process improvements and enhance the overall customer experience, ensuring high-quality service delivery and resolution of customer inquiries and issues.
• Monitor key performance indicators (KPIs), NPS scores and TAT related to Customer Retention & Excellence and take proactive measures to address any performance gaps.
• Stay updated on industry trends, regulatory changes, and best practices related to policy/certificate servicing and customer service and implement necessary adjustments to ensure compliance and operational excellence.
• Act as a liaison with internal stakeholders, external parties, and regulatory authorities as required.
  
  
  

Job Requirements

• Bachelor's degree in business administration, Finance, or a related field.
• Proven experience in Policy/Certificate Servicing and Project Delivery, with a minimum of 10 years in a leadership role.
• Strong understanding of life insurance/takaful industry regulations, policies, and procedures.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to drive operational efficiency and process improvements.
• Ability to analyze data, identify trends, and make data-driven decisions to optimize performance.
• Support a diverse and inclusive work environment for everyone.
• Attention to detail and Problem-solving aptitude with strong organizational abilities.
• A team player with good communication skills, key in managing internal and external stakeholders.
  
  
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.