Skills
Problem Solving
Negotiation
Analytical Skills
Decision-making Skills
Good Communication Skills
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HR Recruitment
Last active 5 months ago
Job description for Head of Operations Excellence at Prudential Vietnam Assurance Private Ltd
Job purpose:
With the vision of “To be the trusted companion of customers”, Prudential aims to offer convenience and provide excellent, seamless experience through all the service touchpoints. Our aspiration is to become a role model in the Vietnam life insurance industry especially in term of customer services. This role is critical in driving the transformation needed in Prudential Operations to improve our services toward that aspiration. By working closely with all related stakeholders in the end to end customer journeys, this role is to identify and address customer pain-points to ensure a seamless and most effective & efficient service delivery in Vietnam Operations.
Job Accountabilities:
Head of Operational Excellence is accountable for setting the vision, direction, framework, metrics and culture of their teams by (1) managing individual and team performance expectations and goals, maintaining focus on ensuring customer satisfaction, distribution efficiency, operational efficiency and effectiveness; (2) by identifying broader customer impacting issues and implementing solutions to improve customer satisfaction, drive service excellence, operations transaction quality and productivity, while achieving real time desired service levels.
(1) Lead Operation Excellence team to drive operation transformation across Purchase Journey, Servicing Journey and Claim Journey
(2) Drive Customer Expectation/Experience Model and operational excellence
(3) Propose and follow up action plans for service excellence, operational efficiency and staff engagement
(4) Expenses are within budget. Unit costs managed.
(5) Customer satisfaction, quality control, continuous improvement and compliance meet group/regional/company targets.
(6) Defects are managed within target.
(7) Risk is managed within threshold.
(8) Staff development, cross-training and succession plans met.
Job Responsibilities: include but not limited
- Develop Customer Expectation/Experience Model and Operational excellence framework to enhance customer experience, service quality across the touch points is managed, monitored to be able to identify opportunities for continuous improvements.
- Lead a team of Operational Excellence to provide service delivery quality assurance activities at every customer touchpoint to ensure the customer expectation is met, services provided are consistent, per our Customer Experience Model, standards and enhance customer experience
- Budget Management – Keep the budget under control.
- Accountability & Responsibility for individual action items - Proactive engagement to work
- Help business and management by suggesting/following remedial or corrective actions to ensure quality of transaction performing at every touch-point
- Efficiently manage all activities/process in Operating Manual of all Operations Section, ensuring that those processes comply with standard of PVA and PCA
- Determining, negotiating and agreeing on in-house quality procedures, standards and specifications
Acting as catalyst for change and improvement in performance, quality and monitoring performance
- Others: to be assigned by the Line manager or Company’s management (if any)
People Management:
· Recruit, build and develop an engaged, competent and effective Operational Excellence team;
·Define, communicate and execute a development plan to attract and ensure career growth and success of customer service staff;
· Conduct and document regular performance reviews and annual reviews;
·Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in line with the PVA Performance Management Process;
·Establish a framework to retain high-potential and high-performance team members, by identifying talent and implementing clear succession plans.
Risk Management:
Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations.
Job Requirements:
1. Qualification: University degree in Business and Economics.
2. Experience: minimum 5-year experience in management.
3. Knowledge: Management, Life insurance, in-depth knowledge of local and national government, Office computer
4. Skills: problem solving and judgment, communication, crisis & conflicts management, decision making, analytical thinking, adaptability, customer oriented, negotiation, presentation, project management and process improvement.
About the company
About Prudential:
Established in London in 1848, Prudential plc is one of the world’s leading retail financial service groups providing life insurance, financial services and asset management products across the United Kingdom, the United States and Asia for over 165 years. Today, Prudential has over 23 million customers worldwide and £457 billion of funds under management (as at 30 June 2014). Since 1923, Prudential has enjoyed a rich and extensive history in Asia. Prudential now has operations in 14 Asian countries that comprise Malaysia, Singapore, Hong Kong, Thailand, Indonesia, Cambodia, the Philippines, India, Taiwan, Vietnam, China, Japan, Korea and UAE. Being one of the leading life insurers, Prudential Vietnam is privileged to provide insurance services to millions of Vietnamese people. Prudential Vietnam has the largest market share in the life insurance market with a wide range of products. In addition to our achievements in the life insurance sector, Eastspring Investments Fund Management Company - established in June 2005 - and Prudential Vietnam Finance Company - established on October 2007- are privileged to provide a variety of financial solutions to serve the various needs of our Vietnamese customers.
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