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Manager- Retail Service
Prudential Financial
posted 1mon ago
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Flexible timing
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Job Description
- Look after servicing requests of customers reaching out through our Contact center
- Own the post-acquisition customer servicing journey and work with Operations and Products team to ensure both business requirements and unit test are executed with efficacy
- Work with Contact Center lead to identify opportunities where digital servicing options can be promoted that will enable customers to receive instant service
- Be the advocate of digital servicing and encourage distributors and customers to drive engagement on such technology platforms at the same time act as a concierge to those segments that need support
- Implement exception management process so that Service Delivery failures are identified and remediated before impacting Customer or the Distributor
- Work with agile and lean mindset by relying on technology for transaction management and focus on Customer and Distributor Value Preposition
- Implement process controls to avoid any kind of regulatory, reputational or financial breaches
- Implement pre-emptive engagement opportunities for both customer and distributor thereby delivering superior experience opportunities
- Have a bachelor s degree from a recognized institute
- Have solid foundation in Customer Service and Operations
- Have knowledge of Insurance products
- 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 business team and end users/customers.
- Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor 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
- Have 4-7 years of total experience with at least 2+ years domain experience in insurance or banking.
Employment Type: Full Time, Permanent
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