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Manager 2, Customer Promise - Major Claims

Prudential plc Kuala Lumpur, Malaysia
Posted 20 days ago Permanent Competitive
Manager 2, Customer Promise - Major Claims
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 incumbent is responsible to manage an efficient and effective Claims team by meeting and exceeding management's expectations on operational processes. The complexity of the insurance business requires the incumbent to acquire a thorough knowledge of the different insurance products (and their functionalities / technicalities) and operational processes to ensure customer's enquiries are resolved in accordance with agreed service levels. The incumbent is also required to work closely with other operations departments in delivering excellent service quality to customers.

Position Summary:
• Claims Approval within authority limit
• Claims Recommendation to the next Level
• Planning overall strategy of the Unit
• Managing the day to day functions of the Unit which include people, system, procedures and others.

PRINCIPAL DUTIES:
  • Deliver end to end Customer Journey and provide exceptional PRUexperience Service to our customers.
  • Fulfill the Claims Philosophy by paying all valid claims quickly.
  • Treat all our customers with compassion and care.
  • Keep our Customers well informed on the progress of their Claims regularly along the journey.
  • Serve our customers exceptionally well during their life's difficult moment by making it simple and easy when handling their Claims.
  • Be consciously aware that our customers are awaiting our decisions, therefore resolve their claims quickly without unnecessary requirements.
  • Close collaboration with co-workers from all areas within the organization focusing to resolve Customers' requests without delay.
  • Provide exceptional customers' experience during their moment of truth with us while ensuring that we are in full compliance of Company's governance and best practices, local regulations and Group's standards and guidelines.

RESPONSIBILITIES:
  • Life & Banca- CI/ TPD/ DTH/ Instalment
  • Penders Management
  • Claims Investigations
  • CRM Management
  • Complaints Handling and Resolution
  • Collaboration with QA/ QL/ Clients
  • Agency Training & Learning
  • Cross functional support
  • E2E Status / Progress Update
  • Claims initiatives & system enhancement
  • Regulatory reporting and audit
  • Interdepartmental follow through
  • New product set up with Life benefit
  • Financial related (bank recon, suspense management, JV)

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.
Job ID  24070010
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