Head of Policy Service (Giám đốc Bộ phận Quản Lý Hợp Đồng)

Trách nhiệm chính

• Lead the end‑to‑end Policy Services function, overseeing policy management, payment management, and premium collection to deliver customer‑centric, efficient, and compliant servicing across the full policy lifecycle.
• Define and drive the Policy Services strategy, service standards, and operating priorities to improve customer retention, paid rate, satisfaction, operational productivity, and Prudential’s brand reputation.
• Own end‑to‑end service design across digital, counter, and assisted channels, ensuring processes are simple, consistent, scalable, and embedded with appropriate controls.
• Partner with Customer Service, Agency Distribution, Partnership Distribution, IT, Operations Transformation, and other stakeholders to deliver seamless, fast, and convenient policy servicing experiences across all channels.
• Develop and own the Policy Services customer journey, including workflow automation, system integration, digital service enablement, and straight‑through processing opportunities.
• Work closely with IT, Ops Digital Transformation, and business partners to evaluate technology solutions, prioritize investment needs, and ensure timely delivery of platforms that improve service quality, scalability, and business growth.
• Establish end‑to‑end oversight of Policy Services processes, using data analytics and management information to monitor service performance, control effectiveness, and emerging operational risks.
• Ensure robust governance over high‑volume and high‑risk activities, particularly premium collection, benefit payment, cash and cashless transactions, and third‑party or collecting‑agent processes.
• Define clear roles and responsibilities with Customer Service, Agency, and Quality Assurance teams to ensure day‑to‑day execution, independent quality checks, and escalation mechanisms are effective.
• Drive adherence to risk management, compliance, and self‑monitoring requirements, and proactively elevate material risks, incidents, and remediation actions to senior management.
• Lead the implementation of the “Fit for Growth” strategic workforce plan for Policy Services, building digital, agile, data analytics, and continuous‑improvement capabilities.
• Identify, coach, and empower critical talent; strengthen succession planning and build resilient back‑up coverage for key roles to support business continuity and sustainable growth.

Yêu cầu công việc

• Bachelor’s degree in Finance, Insurance, Banking, Business Administration, Economics or a related discipline.
• Minimum 8 years of experience in life insurance, banking or financial services, including at least 5 years in a people management or functional leadership role.
• Strong understanding of life insurance operations, policy servicing, payment management, premium collection, customer service, risk management, and local regulatory requirements.
• Proven ability to lead process improvement, project delivery, digital enablement, workflow automation, data‑driven performance management, and change implementation.
• Strong problem‑solving, judgment, analytical thinking, decision‑making, communication, negotiation, presentation, stakeholder management, customer orientation, adaptability, and crisis or conflict management skills.
• Advanced leadership capabilities, including strategic and commercial acumen, execution excellence, innovation, change leadership, integrity, customer centricity, collaboration, and talent development.
• Demonstrates alignment with Prudential’s core values: Ambitious, Curious, Empathetic, Courageous, and Nimble.

Thông tin khác

• Full‑time position.
• Location: Thành phố Hồ Chí Minh.
• No salary information provided.