# Assistant Manager, Contact Centre Senior Policyholder & Agent Specialist (Ipoh) at Prudential plc

Prudential plc is hiring an Assistant Manager, Contact Centre Senior Policyholder & Agent Specialist (Ipoh). Level rates it Little AI ●○○○; you can [apply on Prudential plc](https://jobsbylevel.com/go/5307d463-179f-45f4-9274-36dd56df0a81?utm_medium=ai-agent).

AI Level 1, AI centrality 39 out of 100. Perak.

## Details

- Company: [Prudential plc](https://jobsbylevel.com/companies/prudential-plc)
- AI level: AI Level 1 (score 39 out of 100)
- Location: Perak
- Posted: November 5, 2026
- Apply: https://jobsbylevel.com/go/5307d463-179f-45f4-9274-36dd56df0a81?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=assistant-manager-contact-centre-senior-policyholder-agent-specialist-ipoh-at-prudential-plc-90d85b

## 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. The Assistant Manager, Contact Centre Senior Policyholder & Agent Specialist is a senior servicing specialist responsible for managing the most complex, sensitive and high-impact policyholder and agent matters. The role applies advanced judgement to cases involving ambiguity, exceptions, multiple stakeholders or material customer, operational, regulatory or reputational considerations. In addition, the incumbent provides functional leadership, coaching and operational guidance when required, without carrying permanent people management responsibility, and may deputise for the Team Leader or Lead Contact Centre when formally delegated. KEY RESPONSIBILITIES 1. Advanced and Complex Case Ownership Own the most complex, sensitive and high-impact cases involving multiple products, processes, channels or business functions. Manage exceptions, appeals, unresolved complaints, vulnerable customer matters and cases with potential financial, regulatory, conduct or reputational impact. Assess ambiguous servicing situations where standard procedures do not fully address the issue and determine the appropriate resolution approach within delegated authority. Develop clear case strategies, including required investigation, stakeholder actions, customer communication, risk mitigation and escalation points. Provide prioritised and personalised servicing for designated high-value customer and agent segments, including MDRT, COT and TOT agents through approved channels. Maintain end-to-end ownership, decision rationale, structured updates and closure evidence for assigned complex cases. 2. Escalation and Service Recovery Leadership Act as the first escalation point for cases requiring advanced technical knowledge, judgement, service recovery or cross-functional intervention. Lead service recovery for high-risk, high-profile or long-outstanding cases and recommend solutions that balance customer, business, regulatory and operational considerations. Coordinate across Underwriting, Claims, Policy Servicing, Distribution, Technology, Risk, Compliance and other relevant teams to remove barriers and drive resolution. Challenge delays, incomplete responses or unclear ownership that may adversely affect customer outcomes or service commitments. Escalate decisions outside delegated authority with a clear impact assessment, options considered and recommended course of action. Identify recurring or systemic issues from complex cases and initiate appropriate review or corrective action. 3. Functional Leadership When Required Provide real-time floor support and operational guidance to team members on complex interactions, policy interpretation, complaint management and service recovery. Coach and mentor team members when required to strengthen judgement, case ownership, communication quality and customer engagement capability. Review selected calls, cases and correspondence to identify quality gaps, coaching needs and opportunities to improve consistency. Support onboarding, knowledge transfer, calibration and capability development activities when assigned. Act as duty lead or team representative during the absence of the Team Leader or Lead Contact Centre, peak demand, service disruption or critical incidents, when formally delegated. When acting in a delegated leadership capacity, support workload prioritisation, queue or service coverage, issue escalation and coordination of immediate operational actions. The role does not carry permanent direct reports or routine people management accountability

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/assistant-manager-contact-centre-senior-policyholder-agent-specialist-ipoh-at-prudential-plc-90d85b

Source: https://jobsbylevel.com/jobs/assistant-manager-contact-centre-senior-policyholder-agent-specialist-ipoh-at-prudential-plc-90d85b

## Cite this page

Level. https://jobsbylevel.com/jobs/assistant-manager-contact-centre-senior-policyholder-agent-specialist-ipoh-at-prudential-plc-90d85b.

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