The posting
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 Assistant Manager, Contact Centre Senior Policyholder & Agent Specialist is a senior servicing specialist responsible for managing the most complex, sensitive and high-impact policyholder and agent matters. The role applies advanced judgement to cases involving ambiguity, exceptions, multiple stakeholders or material customer, operational, regulatory or reputational considerations. In addition, the incumbent provides functional leadership, coaching and operational guidance when required, without carrying permanent people management responsibility, and may deputise for the Team Leader or Lead Contact Centre when formally delegated.
KEY RESPONSIBILITIES
1. Advanced and Complex Case Ownership
- Own the most complex, sensitive and high-impact cases involving multiple products, processes, channels or business functions.
- Manage exceptions, appeals, unresolved complaints, vulnerable customer matters and cases with potential financial, regulatory, conduct or reputational impact.
- Assess ambiguous servicing situations where standard procedures do not fully address the issue and determine the appropriate resolution approach within delegated authority.
- Develop clear case strategies, including required investigation, stakeholder actions, customer communication, risk mitigation and escalation points.
- Provide prioritised and personalised servicing for designated high-value customer and agent segments, including MDRT, COT and TOT agents through approved channels.
- Maintain end-to-end ownership, decision rationale, structured updates and closure evidence for assigned complex cases.
2. Escalation and Service Recovery Leadership
- Act as the first escalation point for cases requiring advanced technical knowledge, judgement, service recovery or cross-functional intervention.
- Lead service recovery for high-risk, high-profile or long-outstanding cases and recommend solutions that balance customer, business, regulatory and operational considerations.
- Coordinate across Underwriting, Claims, Policy Servicing, Distribution, Technology, Risk, Compliance and other relevant teams to remove barriers and drive resolution.
- Challenge delays, incomplete responses or unclear ownership that may adversely affect customer outcomes or service commitments.
- Escalate decisions outside delegated authority with a clear impact assessment, options considered and recommended course of action.
- Identify recurring or systemic issues from complex cases and initiate appropriate review or corrective action.
3. Functional Leadership When Required
- Provide real-time floor support and operational guidance to team members on complex interactions, policy interpretation, complaint management and service recovery.
- Coach and mentor team members when required to strengthen judgement, case ownership, communication quality and customer engagement capability.
- Review selected calls, cases and correspondence to identify quality gaps, coaching needs and opportunities to improve consistency.
- Support onboarding, knowledge transfer, calibration and capability development activities when assigned.
- Act as duty lead or team representative during the absence of the Team Leader or Lead Contact Centre, peak demand, service disruption or critical incidents, when formally delegated.
- When acting in a delegated leadership capacity, support workload prioritisation, queue or service coverage, issue escalation and coordination of immediate operational actions.
- The role does not carry permanent direct reports or routine people management accountability unless separately appointed.
4. Customer Experience, Retention and Digital Adoption
- Drive strong Customer Satisfaction, Net Promoter Score, First Contact Resolution, service recovery and retention outcomes through advanced case management.
- Lead consultative engagement for complex policyholder needs, helping customers understand policy benefits, coverage and appropriate servicing options.
- Manage complex lapse, surrender or dissatisfaction signals requiring coordinated intervention or sensitive customer engagement.
- Promote PRUServices and other approved digital self-service capabilities while ensuring appropriate assisted support for complex needs.
- Analyse feedback from priority segments and recommend action to address material experience gaps or recurring friction.
5. Operational Excellence, Governance and Change
- Analyse complaints, repeat contacts, escalations and servicing trends to identify root causes, control weaknesses and improvement opportunities.
- Lead or support process reviews and recommend practical improvements to workflows, controls, knowledge content and customer journeys.
- Support implementation readiness for new products, processes, digital capabilities and transformation initiatives, including testing, issue assessment and operational feedback.
- Prepare concise management updates on complex cases, servicing trends, risks, decisions and improvement actions.
- Support adherence to regulatory requirements, internal policies, data privacy standards, quality requirements and approved procedures.
- Contribute to team service levels, quality, complaint, retention and customer experience outcomes through individual delivery and functional guidance.
QUALIFICATIONS & REQUIREMENTS
Qualifications
- Bachelor's Degree in Business, Finance, Insurance, Management or a related field is preferred; a Diploma with substantial and directly relevant experience may be considered.
- Professional certification in Customer Service, Contact Centre Operations, Complaint Management, Insurance, Coaching or Leadership is an advantage.
Experience
- Minimum 5 years of experience in Contact Centre, Customer Service or Insurance Operations, including at least 2 years handling complex, escalated or high-impact servicing matters.
- Proven experience managing complaints, service recovery, priority customers, exceptions or cases requiring cross-functional resolution and advanced judgement.
- Demonstrated experience providing coaching, mentoring, floor support or operational guidance to colleagues when required.
- Experience coordinating senior stakeholders and multiple functions to resolve service issues and manage operational or customer risks.
- Experience supporting operational shifts, critical incidents, process improvements, projects or change initiatives is preferred.
- Prior experience as a subject matter expert, acting team lead or delegated operational representative is an advantage.
Knowledge, Skills And Competencies
- Advanced knowledge of contact centre operations across calls, correspondence, live chat and case management.
- Strong understanding of insurance products, policy servicing, underwriting and claims processes, regulatory obligations and digital servicing capabilities.
- Strong spoken and written English and Bahasa Malaysia; Mandarin or other dialects are an advantage.
- Advanced investigation, problem-solving, stakeholder management, complaint handling and service recovery skills.
- Ability to assess complexity and risk, exercise sound judgement and make timely decisions within delegated authority.
- Ability to guide, coach and influence others without relying on formal reporting authority.
- Ability to analyse trends, identify root causes and translate insights into practical recommendations and management updates.
Role And Leadership Expectations
The Assistant Manager is accountable for end-to-end resolution of assigned complex cases, quality of service recovery, accuracy of recommendations and escalations, and contribution to operational improvement. Leadership is exercised when required through functional guidance, coaching, issue coordination and delegated duty-lead responsibilities. The incumbent may deputise for the Team Leader or Lead Contact Centre during specified periods or situations but does not hold permanent people management accountability unless separately appointed.
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.
