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.

Job Purpose / Mục tiêu vị trí

Senior leader accountable for setting and delivering Prudential Vietnam’s end-to-end customer and policy servicing strategy - spanning customer servicing, contact center and complaints, and policy servicing operations - to enable digital-first, omni-channel service excellence, strong operational controls and sustainable growth.

Job Responsibilities Phạm vi công việc

1) Strategy, operating model and governance

• Set the end-to-end servicing vision and multi-year roadmap across the policy lifecycle.
• Define service governance (standards, SLAs/TAT, CX & operational KPIs) and the integrated operating model, including roles, controls and escalation.

2) Service delivery leadership (customer & policy servicing)

• Lead end-to-end delivery of customer service, contact Centre, complaints and policy servicing operations (policy maintenance, premium collection, payments/disbursements).
• Own service performance (Capacity, Productivity, Quality, FCR/complaints outcomes) and drive continuous improvement in customer outcomes and unit cost.

3) Digital & operating system transformation

• Set and deliver the digital-first, omni-channel servicing roadmap to simplify journeys and increase self-service adoption.
• Partner with IT/Transformation to integrate platforms and automate workflows end-to-end, embedding lean standards to improve TAT, accuracy and cost-to-serve.

4) Risk management, controls and compliance

• Own servicing risk and control effectiveness, especially for high-volume money processes (premium collection and payments), with robust monitoring and segregation of duties.
• Use analytics and QA to ensure compliance, identify root causes, and drive timely remediation of service and control issues.

5) Stakeholder management & enterprise leadership

• Act as the senior owner for servicing performance, providing clear reporting, insights and recommendations to the CTOO and leadership forums.
• Partner across Distribution, Product, Claims, Finance, IT and Risk/Compliance to align journeys and lead change initiatives, including vendor/partner engagement where needed.

6) People, capability and financial stewardship

• Build a future-ready organization through leadership, talent/succession and strategic workforce planning (digital, agile and analytics capabilities).
• Own budget and cost-to-serve outcomes for the function; identify and deliver efficiency opportunities while protecting customer and risk outcomes.

Job Accountability Trách nhiệm chính

• End-to-end servicing strategy & governance: Define and deliver the multi-year servicing strategy, operating model, service standards, SLAs/TAT and KPI governance across the policy lifecycle.
• Service delivery & customer outcomes: Lead customer service, contact Centre, complaints and policy servicing operations to deliver consistent omni-channel service excellence and improved customer outcomes at sustainable unit cost.
• Digital-first transformation: Drive journey simplification, self-service adoption and end-to-end workflow automation through strong partnership with IT/Transformation and continuous improvement (lean) practices.
• Risk, controls & compliance ownership: Ensure robust operational controls, segregation of duties and monitoring for high-volume money processes (premium collection, payments/disbursements) and timely remediation of issues.
• Enterprise leadership, people & financial stewardship: Provide clear performance reporting and insights to leadership; build a future-ready organization (capability, talent and succession) and own function budget and cost-to-serve improvements.

Job Requirements Yêu cầu

Educational Background: A master’s degree in business administration, marketing, or a related field is preferred.

Experience: 10-year experience in Life Insurance/Banking/Finance services sector; 5-year experience in management and leadership; a demonstrable history of enhancing customer service and satisfaction.

Knowledge: Leadership, Management, Life insurance, Office computer.

Skills: Creative thinking, Problem analysis, solving and Judgment, Communication, Analytical thinking, Adaptability, Customer oriented, Negotiation, Presentation, Influence and Empathy.

Leadership: Proven ability to set targets, drive and motivate teams to work through obstacles and setbacks to deliver goals in a high performing culture. Strategic thinking: Proven ability to propose strategy for customer, operation and persistency for short term (3 years) and long term (3 – 5 years).

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.