M - Service Quality Manager

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.
Job Scope
Leading/Heading the Service Quality in compliance with POJK 6 /POJK.07/2022 concerning Consumer and Public Protection in Financial Service Sector (“POJK 6”).
Principle Duties & Responsibilities

• Managing reports to BOD and/or to a specific committee on the implementation of customer protection and recommendations for improvement of consumer protection, as well as to immediately escalate the potential non-compliance issue.
• Conducting regular meetings on consumer protection with related functions
• Coordinating with related functions for the planning and implementation of POJK 6, including the socialization of consumer protection to the internal stakeholders.
• Creating service marketing programs to create Promoters.
• Monitoring and evaluating the on-going implementation of POJK 6.
• Establishing service standard & monitoring of such standard in Agency & Frontliners.
• Establishing and/or review the policy/procedure on consumer protection to be aligned with the POJK 6
• Coordinating the preparation and submission of Consumer Protection-related report to OJK, including the annual self-assessment report (the earliest is on 30 Sept 2022)

Job Specification
Qualification

• University degree in Law, Public Administration or Policy, Mathematics, Statistics, or other related disciplines.
• Proficiency in English and computers.

Experience

• Have project management experiences.
• Have working experiences in compliance/risk management/quality assurance/customer relationship and management in life insurance or other financial institution.

Knowledge

• Customer protection (preferably)
• Life insurance operating process and regulations
• Corporate and Commercial Law
• Good Corporate Governance

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.