PHI - Manager- Retail Service

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. At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, uniquely delightful, and bespoke experience. To partner us in this mission, we are looking for a talented… Manager- Retail Service As a Lead, your typical week might include the following Look after servicing requests of customers reaching out through our Contact center Own the post-acquisition customer servicing journey and work with Operations and Products team to ensure both business requirements and unit test are executed with efficacy Work with Contact Center lead to identify opportunities where digital servicing options can be promoted that will enable customers to receive instant service Be the advocate of digital servicing and encourage distributors and customers to drive engagement on such technology platforms at the same time act as a concierge to those segments that need support Implement exception management process so that Service Delivery failures are identified and remediated before impacting Customer or the Distributor Work with agile and lean mindset by relying on technology for transaction management and focus on Customer and Distributor Value Preposition Implement process controls to avoid any kind of regulatory, reputational or financial breaches Implement pre-emptive engagement opportunities for both customer and distributor thereby delivering superior experience opportunities You could be the right candidate if you Have a bachelor’s degree from a recognized institute Have solid foundation in Customer Service and Operations Have knowledge of Insurance products Are not intimidated by the rapidly changing customer or distributor expectations and can keep up with constantly evolving technology solutions Able to think on your feet to navigate through the ecosystem and deliver solutions Are obsessed with providing Customer and Distributor delight moments and can influence stakeholders in the process Are a highly driven individual who goes that extra mile to deliver an outstanding product to the business team and end users/customers. Demonstrate the ability to work in a fast paced and hyper-growth environment using agile methodologies where Customer and Distributor expectations can be changing This could be the gig for you if you… Are passionate about bringing truly consumer centric ideas and products into reality to help customers be healthier; you enjoy spending time with customers to understand what they really want. Have an attentive ear listen to new ideas. Thrive in environments that celebrate co-creation and collaboration. Are passionate about leveraging new age digital tools and technologies to transform customer experience. Like to work in a culture where everyone can see what others are doing Take help from others when stuck and encourage others when there are setbacks Have 4-7 years of total experience with at least 2+ years domain experience in insurance or banking. What can make you extra special if you Have demonstrable experience in improving customer experience through well managed operations Have walked extra mile in solving business problems by adopting offbeat path Have proven track record of succeeding in complex business environment and helping colleagues succeed as well We are keen to listen to your story; doesn’t matter if you tell these stories with a sigh or with excitement. We respect both versions. Truly. Location: Mumbai