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Assistant Manager, Group Administration & Medical, Customer Relations And Servicing

Hong Kong, Hong Kong
Last update 2024-07-21
Expires 2024-07-20
ID #2237306091
Assistant Manager, Group Administration & Medical, Customer Relations And Servicing
Hong Kong, Hong Kong,
Modified July 10, 2024


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 Responsibilities: Oversee the end-to-end operations flow for Group and Medical hotlines.

Oversee the customer service team's KPIs and data analytics for management review.

Manage the non-office-hour hotline outsourcing vendor Respond to enquiries from agency, HR and other stakeholders Handle projects and address system-related issues Act as SME for the agency and client, to participate in company projects actively, supporting the journey design and improvement reviews.

Support post sales services to clients & agents in the areas of Policy Administration, Claims, and the Agency journey related to individual and group medical business.

Manage Claims and PA hotlines for clients and agents, covering Individual and Group Medical Insurance products Handle escalation calls, addressing complaints, and assisting with walk-in customer queries related to daily operational issues Manage complaints from regulators and other channels, ensuring compliance with company guideline.

Support operations and management in enquiries and report preparation Manage correspondence, ensuring timely replies to clients, and TAT control within the team Assist the senior manager in allocating proper resources on daily tasks Lead the team and manage workload (e.g.

resource allocation based on demands) Oversee staff performance and development (including training, coaching, mentoring and regular feedback) Provide guidance to hotline staff on complex and non-standard cases Develop user manuals and guidelines Handle ad hoc assignments from management.

Job Requirements: Bachelor's degree in Life Insurance including FLMI (Fellow, Life Management Institute), ALHC (Associate, Life and Health Claims), ACS (Associate, Customer Service).

Minimum 8 years of working experience in Employee Benefits (EB), Health, individual life insurance, or Claims Operations (preferably within the insurance/financial industry), with 4 years in a supervisory role IIQE (Paper 1, 2) qualifications are preferred.

Fluent in written and spoken English and Chinese (including Putonghua) Exhibits excellent written and presentation skills, comfortable communicating with individuals across all levels and articulating to senior management.

Possesses strong knowledge and experience of best practices in building and maintaining customer relations and experience.

Has a good understanding of the behavior and practice of salespeople from different distribution channels Possesses strong people management skills Able to work under tight schedules while maintaining high-quality deliverables.

Driven by a customer-centric and people-focused approach, with a strong commitment to teamwork.

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 details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Assistant manager, group administration & medical, customer relations and servicing

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