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.
The Head of Customer Servicing leads the delivery of exceptional customer service by ensuring timely, accurate, and professional resolution of customer inquiries. This role drives operational excellence through continuous process improvement, effective Contact Center management, data-driven decision-making, and the optimization of customer service technologies. The position is also responsible for maintaining service quality standards, enhancing the customer experience, managing operational costs, and identifying opportunities that support business growth and revenue generation.
Key Responsibilities
Lead and manage Contact Center operations to deliver exceptional customer service, achieve service-level targets, and operate within budget
Develop and execute the Contact Center strategy, leveraging industry best practices and emerging technologies to enhance customer experience and operational efficiency
Inspire, coach, and develop leaders and teams to foster a high-performance, customer-centric culture
Own and continuously improve end-to-end customer service processes, driving efficiency, service excellence, and complaint reduction
Oversee workforce planning, recruitment, onboarding, training, and capability development to ensure optimal resourcing and performance
Act as the Voice of the Customer by identifying customer insights and championing initiatives that improve customer satisfaction and loyalty
Drive improvements in Customer Satisfaction (CSAT), service quality, productivity, and cost efficiency
Ensure compliance with quality assurance standards, regulatory requirements, and company policies across all customer interactions
Utilize data and analytics to identify trends, measure performance, optimize customer journeys, and support strategic decision-making
Evaluate digital channels, customer engagement initiatives, and marketing effectiveness, providing recommendations to improve conversion, acquisition, and overall business results
Monitor market and competitor trends to identify opportunities for innovation and continuous improvement
Promote a culture of accountability, transparency, and compliance
Experience & Qualifications
Bachelor's degree in Business, Management, Marketing, Communications, or a related field
Minimum of 5 years of leadership experience managing Contact Center operations within a large organization, preferably in the financial services or insurance industry
Proven track record of leading high-performing, customer-centric service operations through periods of growth, transformation, and change
Experience in people management, workforce planning, performance management, and team development
Background in quality assurance, business analysis, data analytics, customer insights, or operational reporting is highly desirable
Insurance industry experience is an advantage
Knowledge & Skills
Strong understanding of Contact Center operations, customer experience management, and service delivery best practices.
Familiarity with CRM platforms and integrations
Knowledge of Contact Center technologies
Proficiency in interpreting operational and customer data to drive performance improvements and strategic decision-making
Excellent leadership, stakeholder management, communication, and influencing skills
Ability to collaborate effectively with senior leaders and cross-functional teams to achieve business objectives
Strong analytical, problem-solving, and continuous improvement mindset with a focus on customer experience and operational excellence
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.
We are Prudential.
For Every Life, For Every Future.
Prudential provides life and health insurance and asset management in Greater China, ASEAN, India and Africa. Prudential’s mission is to be the most trusted partner and protector for this generation and generations to come, by providing simple and accessible financial and health solutions.
We are headquartered in Hong Kong and have dual primary listings on the Stock Exchange of Hong Kong and the London Stock Exchange.
Visit our websites for more information:
Prudential plc: https://www.prudentialplc.com/
Prudence Foundation: https://www.prudentialplc.com/en/prudence-foundation
