Head of Customer Management (Giám đốc Bộ phận Tương tác và Dịch vụ Khách hàng)

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.

Job Purpose / Mục tiêu vị trí

The Head of Customer Management is accountable for shaping and delivering Prudential Vietnam’s customer management strategy across the full customer lifecycle, ensuring a consistent, customer-centric experience across Customer Service, Customer Care, Contact Center and Customer Complaint functions.

The role drives service excellence, customer insight activation, journey simplification, digital enablement, performance governance and stakeholder alignment to improve customer outcomes, operational efficiency and business impact.

Job Responsibilities / Phạm vi công việc

Scope 1 – Customer Experience Strategy: Define the end-to-end customer management strategy, customer journey standards and experience priorities across key customer episodes, aligned with Prudential’s purpose, business strategy and customer promise.

Scope 2 – Functional Leadership and Service Delivery: Lead Customer Service, Contact Center, Customer Care, and Customer Complaint functions to deliver consistent, high-quality, compliant and customer-centric services throughout the policy lifecycle.

Scope 3 – Customer Insights and Advocacy: Translate customer feedback, complaints, surveys, data and research into actionable priorities, advocating for customer needs and driving improvements across touchpoints.

Scope 4 – Transformation and Process Excellence: Drive cross-functional initiatives to simplify journeys, remove friction, enhance self-service and digital access, and improve service quality, productivity and operational efficiency.

Scope 5 – Performance, Governance and Risk: Establish service standards, KPIs, governance and controls to monitor performance, strengthen accountability, ensure compliance and deliver fair customer outcomes.

Scope 6 – Stakeholder Alignment and Partnership: Partner with Distribution, Franchise, BM, GA and internal functions to align customer priorities with business objectives and deliver an integrated customer experience.

Scope 7 – Leadership and Capability Building: Build a high-performing Customer Management team with the capabilities, mindset and discipline required to deliver strategic priorities and continuous improvement.

Job Accountability / Trách nhiệm chính

Performance measures / Kết quả công việc

• Customer Strategy and Experience: Own the customer management strategy, journey standards and experience priorities across Customer Service, Customer Care, Contact Center and Customer Complaint functions.
• Service Delivery and Transformation: Lead service delivery, complaint resolution, process simplification and digital enablement to improve quality, efficiency and customer outcomes.
• Governance, Partnership and Capability: Establish performance governance, ensure compliance, align stakeholders and build a high-performing Customer Management team.

• Customer Outcomes: Improved satisfaction, loyalty, complaint trends, journey quality and customer feedback.
• Operational Performance: Achievement of service levels, turnaround times, resolution quality, productivity and transformation targets.
• Governance and Team Effectiveness: Strong compliance, effective controls, stakeholder alignment, team capability and engagement.

Job Requirements / Yêu cầu

Educational Background: A master’s degree in business administration, marketing, or a related field is preferred. Experience: 5-year experience in Life Insurance/Banking/Finance services sector; 5-year experience in management and leadership; a demonstrable history of enhancing customer service and satisfaction. Knowledge: Leadership, Management, Life insurance, Office computer. Skills: Creative thinking, Problem analysis, solving and Judgment, Communication, Analytical thinking, Adaptability, Customer oriented, Negotiation, Presentation, Influence and Empathy. Leadership: Proven ability to set targets, drive and motivate teams to work through obstacles and setbacks to deliver goals in a high performing culture. Strategic thinking: Proven ability to propose strategy for customer, operation and persistency for short term (3 years) and long term (3 – 5 years).

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.