Customer Data Management

7 months ago

Singapur, Singapore Prudential plc Full time

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 Profile Summary:

In this role, you will be involved in the day to day execution of customer change request activities. You will perform policy assessment and make sound decision on the policy changes & transaction requests. You need to acquire a thorough knowledge of the different insurance products (and their functionalities / technicalities) and operational processes to ensure customer’s enquiries are resolved in accordance with the agreed service levels.

You will also be involved in ad-hoc projects related to day to day functions including reviewing of UAT test plan and results, as well as driving feedback loop to identify process gaps and train touch point staff in fielding high volume queries from customer to ensure first time resolution (minimize escalations).

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 to guidelines

Job Description:

Process all incoming requests within the service standard and ensure all processes are done prudently and in accordance to all regulatory and corporate requirements. Perform data entry on policy request- Common Reporting Standards (CRS) & Foreign Account Tax Compliance Act (FATCA), Customer Data Management, Assignment and Nomination of Beneficiary and ensure data accuracy Support and assist projects such as customer data cleansing, document retention policies and RPA document processing Support Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate. Work with internal and external stakeholders on UAT scope identification Support post deployment verification Handle escalated complaints from policy holders and financial consultant with customer-centricity in mind Support incident recovery as required Draft and update SOPs Other tasks/ projects as assigned

Who we are looking for:

Competencies & Personal Traits

Strong problem-solving skills Customer oriented with good interpersonal and communication skills Independent and self-drive individual with an ambitious mind to make a difference Confident in decision making and clear understanding of the 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

Working Experience

Minimum 3 to 5 years of work experience in customer data and/ or document management related areas, preferably in 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 the sections within the Customer Data Management (Multi – skilled). Good business knowledge in Common Reporting Standards (CRS) & 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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