Assistant Manager, Channel Communication & Engagement

About the role

Prudential is hiring an Assistant Manager, Channel Communication & Engagement. The role reports to the Associate Director of Policy Servicing Team and focuses on supporting distribution channels with special requests, appeals and complex cases, while building strong relationships with them through branch visits and sharing sessions to promote key service initiatives.

Key responsibilities

• Handle and resolve policy servicing special requests, appeals and complicated cases from distribution channels.
• Maintain strong day-to-day relationships with distribution channels.
• Build rapport with agencies through branch visits, live-streamed training sessions, focus groups, reinforcement of policy administration guidelines and sharing of best practice.
• Follow up on customer feedback from transactional surveys, identify operation gaps and work with Operations and the customer experience team to improve tNPS and rNPS.
• Assist the line manager in optimising service excellence by identifying gaps, reviewing feedback and recommending improvements.
• Collaborate with internal teams for seamless service delivery and help prepare and run internal and external audits of the policy administration process.
• Prepare regular management reports with data analytics and review SOPs for current workflows.

Required profile

• Bachelor's degree in any discipline.
• Minimum 5 years of proven experience in policy service, customer service, channel management or business development in insurance or banking.
• Good operational knowledge and experience in life insurance.
• Fluent in English and Chinese, with good command of Mandarin.
• Past IIQE Paper 1, 3 and 5 is an advantage.

Required skills

• Microsoft Office proficiency.
• Good presentation and communication skills.
• Analytical, problem-solving and multitasking abilities.