Prudential

Branch Head, Customer Engagement Centres (Kuantan)

Malaysia · Work style not stated · Full time

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About the role

Description from the employer’s posting. Check the employer’s page for the current version.

EmployerPrudential
LocationMalaysia
Work styleWork style not stated
Employment typeFull time
Employer posted29 Sep 2026

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 Satellite Branch PIC is fully responsible for the overall branch day to day operational, customer servicing and administration. The Satellite Branch PIC has to work closely with Regional Head in ensuring effective branch operation and meeting the Company standards. The incumbent is required to support & execute the project & initiative implemented at branch.

KEY RESPONSIBILITIES:

1. Responsible for the overall branch operations and administration ie; handle walk in customers’ enquiry, complaint and servicing as defined in Branch Transformation ie: processing of customers’ valuation request for traditional policies, minor alteration (change of address, name, Identity Card number, Birth Certificate number, admission of age, nationality, and salutation), updating of credit card request by walk-ins customer, perform form verification for proposal, credit card & auto debit enrolment form and claim form within the agreed service level.

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Ensure effective day to day branch operation
Ensure sufficient staff force to support the daily transaction volume
Customers’ requests are attended and processed within the service level
Average waiting time not exceeding 10 minutes.
Compliment and complaints by customer are tracked and reviewed
Ensure timely submission of all utilities bills

2. Responsible for overall branch collection for cash, cheque and EDC over the counter in accordance to Collection Guidelines for PAMB, PruBSN & GI. Eastspring sales register is booked accurately and timely

Perform chief cashier roles
Ensure 100% compliance to branch Collection SOP
To coordinate and manage daily collections with CIT
To arrange for special pick-up during month end closing or as and when is required
Distribute the cashier float in every morning
Ensure cashier float is correct as per entitlement
Ensure daily collection report is sent on timely manner and file accordingly
Ensure safe keep the cashier float after working hour
100% accuracy in daily collection for all modes & all business ie: PAMB, PruBSN and GI

3. Responsible and accountable for the operations and performance of branches as stipulated in the branch SOP.

4. Staff development & engagement:

Ensure that all branch staff are fully updated and understand the products and services offered by Prudential
Ensure that all staff’s training needs are met in a timely manner
Conduct on-the-job coaching to improve skills and competencies of staff
Ensure that recruitment and retention activities supports business growth and the periodic expansion of customer services at branches
Ensure that regular communication sessions are held with staff

5. Customer engagement

Ensure that relationships with agents and policyholders are consciously built and nurtured
Adequate support to agency & customers in operational matters to meet customers’ satisfactions.
Statistics report and customer complaint report are submitted on monthly basic.
Reach-Out-To Agency is conducted every month as rapport building and understand agency issues and taking prompt action in resolution.
Agency Personal Assistants (PAs) communication session are conducted monthly to all PAs in order to improve PA’s knowledge on latest information, product and process of the company

6. Quality & Service

Ensure the quality service delivery at branch
Continuously review processes and identify areas for improvement

7. Support and execute the project and initiative outline in Branch Transformation

Timely implementation of initiatives & achieve the project objectives
Track and monitoring of result
Regular review and feedback to Regional Head for continuous improvement

8. Coordinate on property maintenance of premises and ensuring the premise furniture, fit-out and office equipment and in good condition

For maintenance outsourcing model, to coordinate & feedback to Property on vendors performance
For in-house maintenance model, ensure well managed of building maintenance matter and approve any maintenance cost or repairs that less than RM500.
Escalation of any repairs that cost more than RM500 to Property department

QUALIFICATIONS & REQUIREMENTS:

1. Qualifications

Degree in any discipline

2. Experience

Good interpersonal skills
Strong leadership quality

3. Knowledge

Product and processes
Queue management
Staff management

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.

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