Summary:

Ensures policy servicing policies, guidelines and practices remain competitive in the industry and responsive to changing needs of the market; and directs/monitors the day-to-day operations of the policy servicing sections toward maximum efficiency and good customer service

Responsibilities:

1. SLA

Oversee daily activities policy servicing (POS) to ensure that policyholder/agent’s inquiries on products and services are timely and accurate.

Ensuring all procedural requirements are strictly adhered to.

Handling of Complaints – Provide intensive findings and perform investigation to resolve the complaint

Execute and monitor service requests submitted to POS based on agreed Service Level Agreement [SLA].

Investigating and replying in writing all correspondences from agents and policyholders with regards to inquiry on POS

Reviewing and streamline process related to operations and providing excellent services to customers.

Follow-up with subordinates to ensure all tasks given delivered successfully.

2. Risk Assessment and Audit related matters

Ensuring policy servicing are in compliant to all Compliance matters and responsible for reporting suspicious transactions to the AML Compliance Officer and/or Head of Department in line with the Anti-Money Laundering Act (AMLA) and Anti-Terrorism Financing Act (ATFA).

Act as the Business Continuity Management (BCM) Coordinator for Policy Servicing which includes providing the necessary support and assistance in terms of BCM reporting, planning, training, testing and dissemination of BCM related information.

Perform BCP testing from time to time

3. Any Other Related Ad-Hoc duties

Perform any other duties as assigned by the Management from time to time related to new business and underwriting

Requirements:

1. Education

Degree in Business Administration/Management/Insurance or its related discipline

2. Experience

At least 5 years’ experience in managing new business, underwriting, policy servicing or branch operations functions

3. Skills

Strong interpersonal, organization and time-management skills

Confident and able to communicate effectively with all levels of internal and external customers

Proactive and able to work with minimum supervision to meet tight deadlines

Good working knowledge of Microsoft Office, especially PowerPoint and spreadsheet applications

Customer services skills, Insurance operations, Complaint handling, managerial and computer skills