Customer Engagement Supervisor

Job description

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. We put our customers at the heart of everything that we do, by fulfilling key moments and needs, which will make them happy. Pru Life U.K. champions for life. Interact with customers to provide information in response to inquiries about products and services, handle and resolve complaints across all available channels/touchpoints of Contact Center. Be Customer Obsession Champions by: Handles People Management. Handles Team’s workforce. Assist on Team’s inquiries/concerns. Expert handling of Customer communication across all contact center channels. Handles complex cases and upper management escalations (ExCom) and Supervisor Calls (Supp calls). Expert handling of case escalations and complaints up to resolution. Collect’s data and performs customer data analysis to recommend value – adding, differentiated solutions/services. Provides customer insights from customer data collection and performs analysis of solutions, gaps, customer research and of competitor’s products and offerings. Resolve’s incident and issue as it arises. Escalates issues/concerns to the appropriate unit/squad of the company. Prepares detailed assessment, Transaction Issue Cause Action Resolution needed (TICAR) endorsement and/or Facts of the Case (FOTC) analysis and recommends advance solutions and effective Next issue avoidance (NIA). Drives closure of Open, issues, at risk and beyond Service Level Agreements (SLAs) tickets Ensures timely and regular updates, feedback, and resolution to the customers. Promotes Digital tools’ utilization to our customers. Supports, cascades, and promotes the campaigns offered to clients and agents by encouraging customers to utilize the offers, as appropriate. Recommends and implements other persistency and customer retention activities that will fit the needs of their specific areas. Ensures accurate ticket categorization, assignment, and endorsements. Ensures that raised production tickets are closed within service level agreement. Provides updates, feedback, and resolution to the customers from time to time. Reviews and assesses Service Request/s raised by the business and ensures development is within committed schedule. Facilitates individual and group coaching sessions. Reinforce disciplinary actions in accordance to HR’s code of conduct/discipline (when necessary). Maintains team statistics and data. Drives and strategizes Team performance and target Key Performance Indicator (KPI) achievements. Prepares end of day production reports and analysis Prepares Team’s month end report with insights. Facilitates Daily Stand ups (DSU) meetings. Facilitates collaborations to address common issues/concerns (within and outside the squad). Drives Teams participation and Engagement. Spearheads process improvement initiatives. Drives capability build program for the team. Develops report template, call out trackers, and monitoring files. Provides documentation and enhancement of internal processes, guidelines, and procedures. Provides inputs for customer solutions powered by data analytics. Analyses and Addresses Customer Satisfaction survey (CSAT) detractors. Organize and facilitates mini trainings and pocket sessions. Participations in One Ops projects, testing, engagement, sprints, and enhancement initiatives. Assists the Scrum Master and Product Owner in managing the Tribe. Acts as pseudo–Product Owner. Creates Jira story for user requirements (when being tapped to a Sprint/project). Performs other functions/channel assignment as may be assigned. Personalized Service Interactions based on Customer Segment Supports multi-channel roles such as: Receives incoming Inbound Calls Facilitates Outbound call outs/care calls related to: Welcome call out for newly issued policies. Upcoming and on-going company campaigns Customer satisfaction survey Transaction requirements reminder and confirmation Issues and incidents solutioning Giving transaction feedback and updates Promotion of Digital channels and Platforms Answers emails received from Company’s mailboxes. Responds to public and private messages received from the following social media channels. Facebook Instagram X (previously known as Twitter) Modifies social media messages (hides, blocks and marks as spam) based on company’s social media guidelines. Answers incoming chat from PruAccess facility. Validates Customer identity before proceeding to any transactions. Updates contact information of the Customers. Pre-screens of submitted documents and forms prior Process Owner and Customer Care endorsement. Endorses potential leads to Process Owner Provides FAQs for Brand/product campaigns. Promotes Digital channels and Platforms to our Customers. Prepares written responses to non-standard inquiries or exceptional cases. Handles escalated complaints and requests from policy owners, agents, and Tribe Members. Effective Customer Engagement Drives First contact resolution. Resolves and monitors customer concerns up to resolution. Escalates un-answered concerns and follow ups to Process Owner and Customer Care. Provides feedback and updates regularly and as committed with our customers. Prepares detailed case analysis, facts of the case, resolution recommendations and next issue avoidance. Ensures timely and accurate logging of events and updates in monitoring file or ticketing system. Answers escalated supervisor calls and emails. Enhanced People Management Manages the Team’s over-all workforce (Schedules, trainings, overtimes etc.). Helps with the team transaction’s inquiries and concerns. Coaches’ employees and drives performance improvements. Facilitates scheduled Daily Stand ups (DSU) meetings. Initiates collaboration meetings. Develops and conducts training modules/programs to staff. Conducts capability assessments and recommends required trainings for the continuous development of the skills of team members. Monitors and drives Team performance and Key Performance Indicator (KPI) attainment. Provides Team performance’s justification and insights. Imposes disciplinary actions (when needed). Conducts meetings to disseminate or implement new office procedures, company rules and regulations, as well as other pertinent information. Facilitates staff performance appraisals. Conducts the hiring process and facilitates the training and on-boarding of new hires. Monitors/evaluates job performance of employees in the Department for probationary and/or permanent appointments as well as for the purpose of giving performance feedback and/or merit rating. Strengthened Team Governance Voice Team Management - Monitors inbound calls - Help in voice - workforce management - Strategizes Abandoned calls reduction / planning. - Prepares end of day, month end and yearend report Voice Team Management - Outbound - Forecasts and strategizes Outbound target - goal achievement - Facilitates Outbound huddles/discussions - Reviews and generates outbound call scripts and trackers - Prepares end of day, month end and yearend report Non-Voice Team Management – Email, Chat & social media - Forecasts and strategizes WIP clean up and goal achievement - Help in Non-voice - workforce management - Prepares end of day, month end and yearend report In-charge of the forecasting and resource planning of the team to maximize the capacity of the resources. Conducts audit review of the transactions being handled by the Unit and implements courses of action on audit findings, as necessary. Monitors the action plans and/or recommendations to address the audit findings. Ensures security measures are strictly observed to ensure adherence of the team to data privacy regulations. Ensures adherence of the work unit to compliance and risk management standards. This includes instilling a risk culture within the team and completing risk related requirements. Ensures compliance to AMLA and other regulatory requirements and submits reports to the Compliance Officer, as necessary. Acts as representative in meetings concerning the Department especially in the absence of the Contact Center Squad Leader. Assists Contact Center Squad Leader in budget and monitoring of expenses of the work unit, including OT and supplies. Assists Contact Center Squad Leader in capacity planning. Performs such other tasks as may be assigned from time to time. Knows and understand the Pru Life UK Compliance Standards. He/She must be fully aware of his/her key responsibilities and competent to carry them out to the required standards. He/She must report all compliance matters openly and honestly to the Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer. He/She must operate a process within his/her unit/are to ensure that all relevant compliance matters are identified and reported. Scaling up Capacity Develops report template, call out trackers, and monitoring files. Generates insights on report extraction through available raw files/data. Creates video and/or power point presentation/slides. Creates Process Improvement manuals, guidelines, and procedures. Prepares training materials. Prepares Minutes of Meeting (MOM). Participates in process improvement initiatives such as mini projects, sprints, and task forces. Provides support in Project testing, Jira user story creations, sprints, and business continuity. Acts as Contact Center – process and system owner. Acts as scrum masters (when needed arises) Embed a customer – Obsessed Culture Promotes Team achievement on set daily productivity target of the team. Ensures quality handling of transactions, feedback, and case resolutions. Ensures that all company policies, procedures, programs, and instruction are carried out. Be familiar and understand Pru Life UK Compliance Standards. Must be fully aware of his/her responsibilities and competent to carry them out to the required standards. Must report all compliance matters openly and honestly to their Compliance Officer in accordance with the reporting requirements operated by the Compliance Officer. Must operate a process within his/her department to ensure that all relevant compliance matters are identified and reported. Adheres with company’s code of ethics/discipline. 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.