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, bespoke experience.
To partner us in this mission, we are looking for a talented…
Manager – Customer Communication Management
Your typical week will include the following.
The Customer Communication Manager will oversee all customer communication strategies and initiatives throughout the customer lifecycle. This role is responsible for ensuring clear, consistent, and effective communication with customers across various voice / no-voice channels, enhancing customer experience/ satisfaction and loyalty.
• Develop and implement comprehensive communication strategies to improve customer engagement, satisfaction and overall experience.
• Collaborate with various stakeholders to ensure consistent messaging and information dissemination.
• Utilize customer communication platforms like CleverTap and MoEngage to automate and personalize customer interactions.
• Monitor and analyze customer feedback and communication metrics to identify areas for improvement.
• Create and maintain communication templates, FAQs, and other resources to support customer interactions.
• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Stay updated on industry trends and best practices in customer communication and health insurance.
You could be the right candidate if you
• Minimum of 5 years of experience in customer communication or customer service, preferably in the health insurance industry.
• Excellent written and verbal communication skills.
• Proficiency in using customer relationship management (CRM) software and customer communication platforms like CleverTap and MoEngage.
• Ability to analyze data and generate actionable insights.
• Strong problem-solving skills and attention to detail.
• Thrive in environments that celebrate co-creation and collaboration.
• Have high resilience – can manage yourself, your teams and your peers when faced with ambiguity or failure
• Preferably master’s degree in marketing or relevant field.
This could be the gig for you if you…
• Are passionate about consumer behavior and culture; enjoy spending time with customers to understand what they want. Have an attentive ear to listen to new ideas.
• Join hands with other colleagues to solve for the customer.
• Have the ability and willingness to be hands-on with strong attention to detail.
• Can work independently and handle multiple concurrent initiatives.
• 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.
• Take full responsibility for your team’s contribution output while thinking wing-to-wing across the organization.
• Are passionate about setting up best-in-class capabilities from scratch
Location: Mumbai
Title: Manager – Customer Communication Management
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.
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What We Do
In Asia and Africa, Prudential has been providing familiar, trusted financial security to people for 100 years. Today, headquartered in Hong Kong and London, we are ranked top three in 12 Asian markets with 18 million customers, around 68,000 average monthly active agents and access to over 27,000 bank branches in the region.
Prudential is focused on opportunities in the most exciting growth markets in Asia and Africa. With access to over 4 billion people in both these regions, we are investing in broadening our presence and building our leadership in the life and asset management markets.
We are committed to making a positive impact on our customers, our employees and our communities by delivering the best savings, health and protection solutions to people so they can get the most out of life. Visit our websites for more information
Prudential plc: https://www.prudentialplc.com/
Prudence Foundation: https://www.prudentialplc.com/en/prudence-foundation
