PBTB | Manager, Non-Voice & Branch Services

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.

Responsible for leading and managing the non-voice customer support operations, ensuring efficient handling of customer queries across digital platforms (chat, email, social media & ticketing system), replacement of certificate (ROC) notification and branch service support (currently outsourced). This role focuses on service excellence, team performance, process optimization and customer satisfaction while driving continuous improvement through analytics and AI automation.

1. Operational Management

• Oversee daily non-voice operations (email, chat, social media, back-office escalations)

• Ensure service level agreements (SLAs), response times, and quality standards are consistently met

• Monitor ticket/workflow allocation and resolve escalations

2. People Leadership

• Lead, coach, and motivate a team of non-voice agents/specialists

• Conduct performance reviews and provide constructive feedback

3. Customer Experience & Quality

• Maintain high standards of written communication tone, grammar, and clarity

• Implement quality monitoring and feedback loops to improve customer experience

• Handle complex customer issues with empathy and professionalism

4. Process & Technology Optimization

• Identify process gaps and recommend automation or system enhancements

• Collaborate with IT/CRM teams to optimize ticketing and chat systems

• Drive digital-first strategies and self-service adoption / AI automation

5. Reporting & Insights

• Track, analyze, and report on KPIs (AHT, SLA compliance, CSAT, backlog, first response time)

• Provide insights to management for operational improvements and customer trends

• Ensure compliance with company policies and data security standards

6. In charge of outsourced branch services to monitor outsourcing services performance, quality and to ensure services comply Shariah and BNM Guidelines.

7. To assist the management with any assigned special projects and in specific task. Cover essential duties in the absence of other personnel

8. Support any new online product implementation, i.e. Business (operational) requirements, conduct testing and ensure smooth delivery.

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.