Job Responsibilities

·       Lead and manage the team in delivering timely, professional and high-quality support to policyholders, business partners and internal stakeholders.

·       Oversee the BAU handling of customer enquiries, complaints, requests and escalations across multiple customer touchpoints.  Serve as the escalation point for complex or sensitive customer cases.    Ensure customer issues are handled in accordance with the FAIR dealing guidelines.  To prepare and attend hearings at FIDREC where applicable, if complaints are escalated to FIDREC.

·       Oversee end-to-end policy servicing and administrative operations to ensure accurate and timely processing of post-sale policy requests within agreed turnaround time.  Implement controls to minimize operational risks and processing errors.

·       Ensure the proper identification and implementation of appropriate operational metrics used in monitoring, measuring performance, efficiency and effectiveness in the customer service and policy service functions.

·       Support audit, compliance review and risk management activities.

·       Establish guidelines, forms and procedures and ensure proper documentation and record management in line with company and regulatory standards.

·       Active involvement in customer engagement projects, new product launches (user requirements), system enhancements and UAT testing.

·       Support strategic initiatives and departmental projects as assigned.

·       Provide regular management updates (operational reports, service performance dashboards) to Head of Life Insurance Operations.  Work closely with Head of Life Insurance Operations to evaluate service requirements including service level agreement criteria and internal metrics for availability, performance and other service attributes.

·       Maintain strong working relationships with internal and external stakeholders.  Works closely with internal stakeholders (underwriting, claims, finance, risk management and compliance, IT and distribution) to ensure seamless service delivery across the policy cycle.

·       Any other project/work assigned by the Head of Life Insurance Operations.

Requirements:

·       Degree holder in any discipline.

·       Minimum 8 years of relevant experience in life insurance operations with at least 3 years of supervisory experience in life insurance operations (Call Centre experience will be an added advantage). 

·       Strong knowledge of life insurance products, underwriting concepts, policy servicing and operational workflows.  Insurance qualifications such as M5, M9, Certificate in Health Insurance and LOMA will be added advantage. 

·       Familiar with insurance regulatory and compliance requirements.

·       Strong leadership qualities and experienced in staff motivation, mentoring and training. 

·       Customer centric with excellent interpersonal and communication skills. 

·       Highly adaptable, positive and resilient in a fast-paced challenging environment.

·       Proficient in MS Office and insurance administration systems.