Customer Data Management Specialist

2 months ago

Singapur, Singapore Prudential plc Full time

At Prudential plc, we are committed to being partners for every life and protectors for every future. Our purpose drives everything we do, creating a culture where diversity is celebrated and inclusion is assured. We provide a platform for our people to excel and make an impact, supporting their career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Profile Summary:

In this role, you will be responsible for the day-to-day execution of customer change request activities. You will assess policies and make informed decisions on policy changes and transaction requests. To ensure customer inquiries are resolved in accordance with service levels, you will acquire a thorough knowledge of insurance products and operational processes.

You will also be involved in ad-hoc projects related to day-to-day functions, including reviewing UAT test plans and results, and driving feedback loops to identify process gaps and train touchpoint staff to resolve high-volume queries from customers efficiently.

As part of this dynamic role, you will report to the Customer Data Management Team leader and work closely with internal and external stakeholders to complete end-to-end transaction requests in compliance with guidelines.

Key Responsibilities:

  • Process all incoming requests within service standards and ensure all processes are done prudently and in accordance with regulatory and corporate requirements.
  • Perform data entry on policy requests, including Common Reporting Standards (CRS) and Foreign Account Tax Compliance Act (FATCA), and ensure data accuracy.
  • Support projects such as customer data cleansing, document retention policies, and RPA document processing.
  • Support the Manager in continuously reviewing processes, identifying and resolving service gaps through constructive feedback, and implementing process improvements where appropriate.
  • Work with internal and external stakeholders on UAT scope identification.
  • Support post-deployment verification.
  • Handle escalated complaints from policyholders and financial consultants with customer-centricity in mind.
  • Support incident recovery as required.
  • Draft and update SOPs.
  • Other tasks/projects as assigned.

Requirements:

  • Strong problem-solving skills.
  • Customer-oriented with good interpersonal and communication skills.
  • Independent and self-driven individual with an ambitious mind to make a difference.
  • Confident in decision-making and clear understanding of business processes.
  • Able to adapt to fast-paced and challenging work situations.
  • Proficient in MS Excel and Word is essential.
  • Good time management skills in a fast-paced environment.
  • Good analytical and information processing skills, capable of providing sound insights and recommendations under pressure.

Experience:

  • Minimum 3 to 5 years of work experience in customer data and/or document management related areas, preferably in the insurance or banking industry.
  • Experience in implementing process improvement and transformation.
  • Possesses a digital mindset, able to appreciate and apply digital tools to processes for efficiency.

Technical/Industry Knowledge:

  • SCI Life Insurance (M9, M5, M8).
  • Sound understanding of all products and procedures in Customer Data Management.
  • Appreciation of digital tools and applications.
  • Good process and business understanding of all sections within the Customer Data Management (Multi-skilled).
  • Good business knowledge in Common Reporting Standards (CRS) and Foreign Account Tax Compliance Act (FATCA), Assignment, Nomination of Beneficiary.

Education:

  • Degree in Business Administration, Information Systems, or equivalent.

Language:

  • Fluent Written and Spoken English.

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