Manager- Contact Centre

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. At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, uniquely delightful, and bespoke experience. To partner us in this mission, we are looking for a talented Manager- Contact Centre As a manager, your typical week might include the following Manage Customer Contact center for Voice and Non-Voice processes Establish robust governance framework wherever process gets outsourced to third party service providers and ensure PHI mission is well understood and adopted Use Net Promoter Survey (NPS) as lead indicator for determining Customer service levels Work closely with Distributor Service team to ensure synergies that can enable distributors to service Customers well Conceptualize pre-emptive engagement opportunities that will lead to superior experience Focus on achieving scale at efficient cost Establish policies/ procedures to receive and resolve customer grievances about product/service Work in close collaboration with functional leads in creating Customer First approach Develop motivated team that would handle customer business as their own and will go beyond capacity and capability to provide Customer delight Conceptualize and incorporate necessary controls to identify service breaches that can have negative impact on customer experience and work with functions to remediate it Hold business functions accountable for service commitment and bring gaps to management attention Work in close collaboration with technology organization in designing and delivering such tools/ solutions that would exceed customer and distributor expectations Implement process controls to avoid any kind of regulatory, reputational or financial breaches You could be the right candidate if you Have a bachelor s degree from a recognized institute Have solid foundation in Customer Service Have deep functional understanding of Insurance products and offerings 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 end users/customers. Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer expectations can be changing This could be the gig for you if you 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 Take full responsibility for your team s contribution output while thinking wing to wing across the organization; to solve for the customer. Have 10+ years of total experience with at least 5+ years domain experience in similar role in any of these sectors: health, life, general insurance, banking, or retail online aggregators. What can make you extra special if you Have demonstrable experience building customer service management process Have walked extra mile in solving customer problems by adopting offbeat path Have proven track record of succeeding in complex business environment and helping colleagues succeed as well We are keen to listen to your story; doesn t matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly. Location: Mumbai