Summary:
Ensures that branch operation and 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 branch operation and policy servicing sections toward maximum efficiency and good customer service.
Responsibilities:
1. SLA
- Oversee daily activities of branch operations (Ops) & policy servicing (Pos) to ensure that policyholder/agent's inquiries on products and services are timely and accurately.
- 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 branch Ops and POS based on agreed Service Level Agreement [SLA].
- Investigating and replying in writing all correspondences from agents and policyholders with regards to inquiry on branch ops and POS
- Reviewing and streamline process related to operations and providing excellent services to customer.
- Follow-up with subordinates to ensure all tasks given delivered successfully.
2. Risk Assessment and Audit related matters
- Ensuring branch operations and policy servicing are in compliant to all Compliance matter and responsible for reporting of suspicious transaction 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 the branch 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 8 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
