Prudential
Assistant Manager, Channel Communication & Engagement
Hong Kong SAR China · Work style not stated · Full time
Apply on the employer’s site ↗See how well you match this job
You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.
About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerPrudential
- LocationHong Kong SAR China
- Work styleWork style not stated
- Employment typeFull time
- Employer posted
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.
This role reports to the Associate Director of Policy Servicing Team and will be primarily responsible for providing support to channels in handling special requests, appeals and complicated cases; To maintain strong relationship with distribution channels by conducting branch visits and sharing session to promote key service initiatives and ultimately optimize service excellence.
Job Responsibilities:
- Handle and resolve policy servicing related special requests, appeals and complicated cases from distribution channels. Build cultivate and maintain strong relationships with distribution channels in day-to-day operation.
- To establish rapport to agencies through branch visits, live-streaming training sessions, focus groups to promote key service initiatives, reinforce policy administration guidelines and procedures, and share best practice.
- To follow up on customer feedback received from customer transactional survey, identify operation gaps and collaborate with key stakeholders in Operations and customer experience team to improve tNPS and rNPS.
- Assist line manager to optimize service excellence to agencies by identifying gaps, reviewing feedback and recommend service improvement solutions to management. Collaborate with internal functional teams to ensure seamless service delivery and enhance overall operational effectiveness.
- Coordinate with relevant teams to prepare and conduct external/internal audit of policy administration process
- Prepare regular management reports with data analytics to identify trends and drive areas of improvement.
- Prepare and review Standard Operation Procedure (SOP) for current procedure workflows.
Show full description
Job Requirements:
- Bachelor’s degree in any discipline.
- Minimum 5 years proven working experience in policy service, customer service, channel management, or business development in insurance or banking industry.
- Good operational knowledge and perfectly experience in life insurance.
- Good knowledge and experience in best practices for building and maintaining customer service experience
- Good understanding of the behavior and practices of salespeople from different distribution channels
- Passed IIQE Paper 1, 3 and 5 will be an advantage.
- Fluent in English and Chinese in both written and spoken. Good command of Mandarin.
- Good presentation and communication skills
- Strong analytical, problem-solving, and multitasking abilities
- Proficient in Microsoft Office
- Optimistic and positive attitude
- Able to work in growing agile and ambitious environment
- Flexible and adaptable to change
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.
Check your resume against this job Free, no sign-up. Nothing you paste is stored.
Staying safe while you apply
- Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
- Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
- Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.
Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.
Preparing for this role with ROLIVA
- Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
- Prepare honestly.
Build interview stories and application drafts from your own evidence.
- Keep track.
Save the role and record your own application status and follow-ups.
At a glance
- Employment typeFull time
- Employer posted
- Added to ROLIVA
- Last checked