Assist the PA Deputy Manager to deliver the best customer service experience, service quality and operational efficiency.
2: Key Responsibilities
Receive and handle transactions related to policy changes, premium refund, suspense management accurately and timely manner
Supervise all daily activities and initial endorsement letters sending to customer
Receive and handle policy change process/benefit settlement process.
Participate in drafting processes, guidelines and correspondence.
Coordinates with IT & other department on preparing URS and performing UAT for system changes or enhancements.
Support Policy Management Deputy Manager in reviewing regularly the control procedure, make recommendation to change when necessary and update operation manual.
Conduct training courses to different channels on policy administrative rules and guidelines
Prepares monthly policy management reports as required.
Handle all queries and complaints relating to policy servicing.
Do back-up tasks for Policy Management Deputy Manager during her leaves and absent.
Other tasks as assigned.
Yêu Cầu Công Việc
Qualification: University degree in economics, finance or equivalent
Experience: At least 10 years relevant working experience (in customer service or policy administration in life insurance
Communication: Takes account for formulation purposes of the needs and interests of the other party and is able to reformulate information in order to be properly understood.
Cooperative attitude: Helps the team achieve its goal, for example by spontaneously extending and/or requesting help.
Customer orientation: Meets customers’ expressed or unexpressed needs. Strengthens customer relations and undertakes well-considered action to increase satisfaction.
Result orientation: Constantly evaluates the contribution of his/her own activities to the attainment of goals, adapting activities where necessary.
Learning capabilities: Formulates personal learning goals and rapidly learns from other people’s experiences.
Strategic thinking: Shapes action and recommendation on basis of personal analyses and assumptions.
Planning and organization: Draws up plans in order to achieve personal goals or to prevent problems and assesses their progress.
Change orientation: Adapts quickly to changes in his/her work environment and acts as an example for others.
Entrepreneurship: Takes initiatives and contributes actively towards the improvement and/or renewal of the current range within his/her professional area.
Leadership: Encourages cooperation in dialogue with a view to achieving goals. Displays exemplary conduct.
Business process management: Inter-process automation and control maturity level – re-alignment of processes with business strategy, craft process automation and control across the domains, customers and (distribution) partners
Computer skills: PC literate in Microsoft Office (Word, Excel, PowerPoint), project management tools (e.g. MS Project), and process flow chart software (e.g. Visio)