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. - Oversee the entire operations lifecycle, ensuring a seamless customer experience from onboarding to claims settlement. - Monitor and manage service levels across all processes to ensure timely and effective service delivery. - Implement and enforce appropriate processes within a defined Turnaround Time (TAT) to minimize errors and process gaps. - Address service and operations requests promptly and handle customer complaints with professionalism and efficiency. - Continuously identify areas for process improvement and recommend strategies to enhance operational efficiency. - Participate in User Acceptance Testing (UAT) and ensure electronic point of sales testing for both internal and external clients. - Contribute to enhancing customer communication strategies, including NPS surveys, SMS notifications, and corporate communications. - Prepare and present comprehensive reports and data related to customer service and operations functions to the Senior Management Team and stakeholders. - Play a pivotal role in the Quality Assurance process to uphold high service standards and compliance. - Support in creating and maintaining effective Standard Operating Procedures (SOPs) to streamline operations. Job Requirement - Bachelor’s degree in business administration, Operations Management, or related field. - Proven experience in operations management or a similar role. - Strong understanding of customer service principles and practices. - Excellent analytical and problem-solving skills. - Ability to communicate effectively with internal teams and external stakeholders. - Proficiency in Microsoft Office suite, particularly Excel and PowerPoint. - Experience with process improvement methodologies (e.g., Six Sigma, Lean) is a plus. - Detail-oriented with a focus on accuracy and quality. - Ability to thrive in a fast-paced environment and adapt to changing priorities. - Certification in project management or quality assurance is desirable.