Head Of Customer And Policy Services (giám Đốc Cấp Cao Quản Lý Khách Hàng & Dịch Vụ Hợp Đồng)

Prudential Corporation Asia Ltd

Thành phố Hồ Chí Minh, Vietnam
On-site
End-to-end customer and policy servicing strategy
Digital-first, omni-channel service excellence
Operational controls and sustainable growth
Prudential Corporation Asia is seeking a Head of Customer and Policy Services in Ho Chi Minh City, Vietnam. The role involves leading the customer servicing strategy, enhancing service delivery, and driving digital transformation while ensuring compliance and operational efficiency

Job Summary

  • Senior leader accountable for setting and delivering Prudential Vietnam’s end-to-end customer and policy servicing strategy - spanning customer servicing, contact center and complaints, and policy servicing operations - to enable digital-first, omni-channel service excellence, strong operational controls and sustainable growth.
  • Own service performance (Capacity, Productivity, Quality, FCR/complaints outcomes) and drive continuous improvement in customer outcomes and unit cost.
  • Build a future-ready organization through leadership, talent/succession and strategic workforce planning (digital, agile and analytics capabilities).

Matching Summary

Match Score: 85

Prudential Corporation Asia is seeking a Head of Customer and Policy Services in Ho Chi Minh City, Vietnam. The role involves leading the customer servicing strategy, enhancing service delivery, and driving digital transformation while ensuring compliance and operational efficiency.

Skills & Requirements

Must-have

  • end-to-end customer and policy servicing strategy
  • digital-first, omni-channel service excellence
  • operational controls and sustainable growth
  • service delivery leadership
  • risk management, controls and compliance
  • stakeholder management & enterprise leadership
  • people, capability and financial stewardship

Nice-to-have

  • partners for every life and protectors for every future
  • diversity is celebrated and inclusion assured
  • platform for our people to do their best work

Key Requirements

  • 10-year experience in Life Insurance/Banking/Finance services sector
  • 5-year experience in management and leadership
  • demonstrable history of enhancing customer service and satisfaction
  • Master’s degree in business administration, marketing, or a related field is preferred

Work Rights

Not specified

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