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66 Prudential Financial Jobs
Manager- Contact Centre
Prudential Financial
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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.
At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, uniquely delightful, and bespoke experience.
To partner us in this mission, we are looking for a talented
Manager- Contact Centre As a manager, your typical week might include the following - Manage Customer Contact center for Voice and Non-Voice processes
- Establish robust governance framework wherever process gets outsourced to third party service providers and ensure PHI mission is well understood and adopted
- Use Net Promoter Survey (NPS) as lead indicator for determining Customer service levels
- Work closely with Distributor Service team to ensure synergies that can enable distributors to service Customers well
- Conceptualize pre-emptive engagement opportunities that will lead to superior experience
- Focus on achieving scale at efficient cost
- Establish policies/ procedures to receive and resolve customer grievances about product/service
- Work in close collaboration with functional leads in creating Customer First approach
- Develop motivated team that would handle customer business as their own and will go beyond capacity and capability to provide Customer delight
- Conceptualize and incorporate necessary controls to identify service breaches that can have negative impact on customer experience and work with functions to remediate it
- Hold business functions accountable for service commitment and bring gaps to management attention
- Work in close collaboration with technology organization in designing and delivering such tools/ solutions that would exceed customer and distributor expectations
- Implement process controls to avoid any kind of regulatory, reputational or financial breaches
- Have a bachelor s degree from a recognized institute
- Have solid foundation in Customer Service
- Have deep functional understanding of Insurance products and offerings
- Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions
- Able to think on your feet to navigate through the ecosystem and deliver solutions
- Are obsessed with providing Customer and Distributor delight moments and can influence stakeholders in the process
- Are a highly driven individual who goes that extra mile to deliver an outstanding product to the end users/customers.
- Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer expectations can be changing
- Are passionate about bringing truly consumer centric ideas and products into reality to help customers be healthier; you enjoy spending time with customers to understand what they really want. Have an attentive ear listen to new ideas.
- Thrive in environments that celebrate co-creation and collaboration.
- Are passionate about leveraging new age digital tools and technologies to transform customer experience.
- Like to work in a culture where everyone can see what others are doing
- Take help from others when stuck and encourage others when there are setbacks
- Take full responsibility for your team s contribution output while thinking wing to wing across the organization; to solve for the customer.
- Have 10+ years of total experience with at least 5+ years domain experience in similar role in any of these sectors: health, life, general insurance, banking, or retail online aggregators.
- Have demonstrable experience building customer service management process
- Have walked extra mile in solving customer problems by adopting offbeat path
- Have proven track record of succeeding in complex business environment and helping colleagues succeed as well
We are keen to listen to your story; doesn t matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly.
Employment Type: Full Time, Permanent
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What people at Prudential Financial are saying
Manager salary at Prudential Financial
reported by
1
employee
with 5
years exp.
₹34.8
L/yr - ₹44.4
L/yr
147%
more
than the average Manager Salary in India
View more details
What Prudential Financial employees are saying about work life
based on 6 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Prudential Financial Benefits
View more benefits
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