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Job summary
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1. Ensure efficient management of Operations through:
Setting up guidelines and policies in the functions of New Business & Underwriting, Claims, Policy Owner Servicing, Customer Service, Call Centre and Document Control in accordance with internal and regulatory requirements
Implementing system applications in all operating functions related to policy administration and customer service (Life/Asia, GIS, NB automation, Claims system, Bancassurance system, Scanning, Call Centre software etc)
Instituting an effective document and record management of all policy transactions and process mapping
Periodic service quality and process reviews
2. Install effective risk management through:
Ensuring guidelines and policies are adhered to by all operating units including branches by conducting periodical training and internal audit.
Proper delegation of underwriting, claims and financial alterations authority in accordance to staff capability and experience
Reinsurance guidelines are in place and strictly adhered to. To seek for reinsurer’s approval on facultative cases and where flexibility is required
System controls are in-built into underwriting and claim processes to achieve good degree of system automation and rules validation
Investigation activities through medical check to clients, contact with hospitals and external investigation/assessment bodies on large NB and dubious claim cases
Internal and external professional training to staff on risk management
3. Ensure effective customer service delivery through:
Defining the scope of customer service activities, process flow & guidelines, competency level, quality standard & service benchmarks, authority empowerment to the frontline officers in managing daily activities and efficient escalation process for cases beyond local authority or complaint cases
Setting up a Complaint Management Unit to address all complaints and grievances in a highly efficient manner
A robust Customer Care and Call Centre Solution must be installed to assist in managing customer service effectively
Providing one-stop service to agents and customers whenever possible by introducing STP (straight through processing) and OTC (over the counter) services
Nurturing a service culture across the entire organization as a long term & sustainable strategy – an embodiment of Generali service brand name
4. Involve actively in new product development through:
Defining operating guidelines for new products
Drafting of contract wordings with Actuarial
Liaising with reinsurer on rules update and specific training related to new products, if so required
Arranging for system UAT (User Acceptance Test)
Design of application form
Contract setting in the system
5. Human capital development through:
Conducting technical skills upgrade by senior staff and reinsurers to the Operations team on underwriting, claims, use of operating systems etc
Working in collaborations with L&D (Learning & Development) and Human Capital (HC) depts. on soft skills development
Close KRA monitoring & coaching to guide staff on career path development
Manpower planning to cope with annual business plan
Succession plan to ensure business continuity
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