Customer Engagement Supervisor

We put our customers at the heart of everything that we do, by fulfilling key moments and needs, which will make them happy. Pru Life U.K. champions for life.

Interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints across all available channels/touchpoints of Contact Center.

Personalized Service Interactions based on Customer Segment

• Supports multi-channel roles such as:
• Receives incoming Inbound Calls
• Facilitates Outbound call outs/care calls related to:
• Welcome call out for newly issued policies.
• Upcoming and on-going company campaigns
• Customer satisfaction survey
• Transaction requirements reminder and confirmation
• Issues and incidents solutioning
• Giving transaction feedback and updates
• Promotion of Digital channels and Platforms
• Answers emails received from Company's mailboxes.
• Responds to public and private messages received from the following social media channels.
• Facebook
• Instagram
• X (previously known as Twitter)
• Modifies social media messages (hides, blocks and marks as spam) based on company's social media guidelines.
• Answers incoming chat from PruAccess facility.
• Validates Customer identity before proceeding to any transactions.
• Updates contact information of the Customers.
• Pre-screens of submitted documents and forms prior Process Owner and Customer Care endorsement.
• Endorses potential leads to Process Owner
• Provides FAQs for Brand/product campaigns.
• Promotes Digital channels and Platforms to our Customers.
• Prepares written responses to non-standard inquiries or exceptional cases.
• Handles escalated complaints and requests from policy owners, agents, and Tribe Members.

Effective Customer Engagement

• Drives First contact resolution.
• Resolves and monitors customer concerns up to resolution.
• Escalates un-answered concerns and follow ups to Process Owner and Customer Care.
• Provides feedback and updates regularly and as committed with our customers.
• Prepares detailed case analysis, facts of the case, resolution recommendations and next issue avoidance.
• Ensures timely and accurate logging of events and updates in monitoring file or ticketing system.
• Answers escalated supervisor calls and emails.

Enhanced People Management

• Manages the Team's over-all workforce (Schedules, trainings, overtimes etc.).
• Helps with the team transaction's inquiries and concerns.
• Coaches employees and drives performance improvements.
• Facilitates scheduled Daily Stand ups (DSU) meetings.
• Initiates collaboration meetings.
• Develops and conducts training modules/programs to staff.
• Conducts capability assessments and recommends required trainings for the continuous development of the skills of team members.
• Monitors and drives Team performance and Key Performance Indicator (KPI) attainment.
• Provides Team performance's justification and insights.
• Imposes disciplinary actions (when needed).
• Conducts meetings to disseminate or implement new office procedures, company rules and regulations, as well as other pertinent information.
• Facilitates staff performance appraisals.
• Conducts the hiring process and facilitates the training and on-boarding of new hires.
• Monitors/evaluates job performance of employees in the Department for probationary and/or permanent appointments as well as for the purpose of giving performance feedback and/or merit rating.

Strengthened Team Governance

• Voice Team Management
• Monitors inbound calls
• Help in voice - workforce management
• Strategizes Abandoned calls reduction / planning.
• Prepares end of day, month end and yearend report
• Voice Team Management - Outbound
• Forecasts and strategizes Outbound target - goal achievement
• Facilitates Outbound huddles/discussions
• Reviews and generates outbound call scripts and trackers
• Prepares end of day, month end and yearend report
• Non-Voice Team Management – Email, Chat & social media
• Forecasts and strategizes WIP clean up and goal achievement
• Help in Non-voice - workforce management
• Prepares end of day, month end and yearend report
• In-charge of the forecasting and resource planning of the team to maximize the capacity of the resources.
• Conducts audit review of the transactions being handled by the Unit and implements courses of action on audit findings, as necessary.
• Monitors the action plans and/or recommendations to address the audit findings.
• Ensures security measures are strictly observed to ensure adherence of the team to data privacy regulations.
• Ensures adherence of the work unit to compliance and risk management standards. This includes instilling a risk culture within the team and completing risk related requirements.
• Ensures compliance to AMLA and other regulatory requirements and submits reports to the Compliance Officer, as necessary.
• Acts as representative in meetings concerning the Department especially in the absence of the Contact Center Squad Leader.
• Assists Contact Center Squad Leader in budget and monitoring of expenses of the work unit, including OT and supplies.
• Assists Contact Center Squad Leader in capacity planning.
• Performs such other tasks as may be assigned from time to time.
• Knows and understand the Pru Life UK Compliance Standards. He/She must be fully aware of his/her key responsibilities and competent to carry them out to the required standards. He/She must report all compliance matters openly and honestly to the Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer. He/She must operate a process within his/her unit/are to ensure that all relevant compliance matters are identified and reported.

Scaling up Capacity

• Develops report template, call out trackers, and monitoring files.
• Generates insights on report extraction through available raw files/data.
• Creates video and/or power point presentation/slides.
• Creates Process Improvement manuals, guidelines, and procedures.
• Prepares training materials.
• Prepares Minutes of Meeting (MOM).
• Participates in process improvement initiatives such as mini projects, sprints, and task forces.
• Provides support in Project testing, Jira user story creations, sprints, and business continuity.
• Acts as Contact Center – process and system owner.
• Acts as scrum masters (when needed arises)

Embed a customer – Obsessed Culture

• Promotes Team achievement on set daily productivity target of the team.
• Ensures quality handling of transactions, feedback, and case resolutions.
• Ensures that all company policies, procedures, programs, and instruction are carried out.
• Be familiar and understand Pru Life UK Compliance Standards. Must be fully aware of his/her responsibilities and competent to carry them out to the required standards. Must report all compliance matters openly and honestly to their Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer. Must operate a process within his/her department to ensure that all relevant compliance matters are identified and reported.
• Adheres with company's code of ethics/discipline.

Qualification:

• Graduate of any four (4) year course.
• Advance knowledge on MS Office 365 (MS Word, MS Excel, and Power-point); MS Visio and Power BI is a plus.
• Working knowledge in life insurance products, processes, and operations; preferably, with LOMA Certification
• Working knowledge on Insurance/Financial core systems (e.g., Life/Asia, Imaging facility, Dow Jones, MIB, Front-end pre-screening system, Pru Access, Agency Portal etc.)
• With certification in Lean Six Sigma or any related process improvement related certificates is a plus, but not required.
• With in-depth knowledge in Forecasting and Work Force Management
• Flexibility to manage multi-channel transactions (call, email, chat, and social media)
• Excellent Communication skill (verbal and written)
• Can communicate using positive language, etiquette, confidence and with empathy.
• Ability to write (memo, email, letter) in a clear, concise manner.
• Ability to handle difficult / complex cases and complaints.
• Ability to assert company policies confidently and positively during negotiation.
• Calm under pressure.
• Mentoring and coaching skills
• Knowledge of Performance Management/Evaluation
• Working knowledge on insurance internal processing
• Ability to analyze root cause of a certain problem and recommends appropriate solutions or process improvement.
• Team player / ability to collaborate effectively with superior, colleagues and clients.
• Attention to detail.
• Facilitation and Training capability
• Knowledgeable in Human Centered Design Thinking
• Analytical Computer Proficient
• With organization and negotiation skills
• Ability to show confidence in handling difficult and stressful situations.
• Exercises Decision Making
• Basic Knowledge in Data Analytics
• Ability to practice Customer Obsessed mindset.
• Ability to coach and monitors staff's performance improvement
• With at least five (5) year work experience in a customer service role or any other positions that involved direct interaction with customers.
• With at least three (3) years of work experience in People Management, Supervisory or Team Leader equivalent.
• Preferably with a background in a financial / insurance / banking or call center company.