Job Description

Overview

This role requires a detail-oriented individual with strong problem-solving skills and a proven track record of success in policy servicing. You will be responsible for ensuring that accurate work is produced within the agreed turnaround time and all processes comply with the relevant regulatory and company guidelines.

Key responsibilities include:

Collaborative Team Operations:

• Support in the day-to-day operation which includes supervising and monitoring the team's performance.
• Work with the team to ensure that the team's KPIs and individual productivity are met.

Customer Satisfaction and Retention:

• Handle escalated customer inquiries and complaints, addressing their concerns promptly and professionally.

Process Improvement and Optimisation:

• Collaborate and liaise with department stakeholders in implementing processes to improve operational efficiency or streamline processes and resolve policy related issues.
• Identify opportunities for service improvements and develop strategies to enhance customer satisfaction and retention.
• Identifying areas for improvement and implementing process enhancements.
• Conduct regular audits to ensure adherence to established policies, procedures, and quality standards.
• Utilise data and analytics to analyse generated reports, and review for process optimization.
• Stay updated with industry trends, best practices, and regulatory changes related to policy servicing and recommend appropriate actions.

Project Participation:

• Participating in projects, system enhancement and user testing, providing feedback on system adequacies.
• Handle ad-hoc tasks as assigned.

Qualifications & Requirements:

• Diploma/Degree holder.
• Previous experience in policy servicing within the life insurance industry is advantageous.
• Excellent leadership and people management skills with a track record of building and leading high-performing teams.
• Exceptional customer service skills with the ability to resolve complex customer issues.
• Strong organizational and time management skills, with the ability to prioritize and meet deadlines.
• Able to work under tight timeline and pressure.
• Excellent verbal and written communication skills.
• PC literate/savvy and proficient in Microsoft Office applications.