Agency Liaison Officer & Training Support

Panin Dai-ichi Life; Jakarta Barat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Panin Dai-ichi Life in Jakarta seeks an experienced Agency Operations Specialist to act as the primary liaison between the Agency Sales Team and Head Office operations. You will provide operational support for agency inquiries, monitor pending cases, and ensure timely closure with case aging tracking and regulatory compliance.

You will coordinate case resolutions with Operations, Underwriting, Claims, Compliance, Legal and Risk Management, and escalate critical issues as needed.

Responsibilities

• Serve as the primary liaison between the Agency Sales Team and Head Office operational functions.
• Provide operational support for agency inquiries and administrative requirements.
• Monitor and follow up on pending agency cases until closure, including case-aging tracking.
• Coordinate case resolution with Operations, Underwriting, Claims, Compliance, Legal, and Risk Management.
• Escalate critical, high-priority, or unresolved cases to the appropriate management team.
• Manage exception and approval requests involving churning, new business, claims, and policy servicing.
• Ensure that operational processes comply with company policies and regulatory requirements.
• Support the investigation and resolution of fraud cases and sales compliance violations.
• Maintain complete case documentation, approval records, and follow-up actions.
• Communicate operational updates and manage escalations from agencies and internal stakeholders.
• Prepare operational reports, dashboards, performance analyses, and actionable insights for management.
• Support production monitoring, forecasting, and the identification of risks and agency growth opportunities.
• Coordinate agency meetings, prepare supporting materials, document decisions, and track action items.
• Administer training data, attendance, certifications, promotion requirements, and LMS records.
• Coordinate nationwide training schedules and logistics, maintain data quality, resolve LMS issues, and ensure information confidentiality and compliance

Job description

3 - 6 Years

Permanent

Job Description

Key Success Indicators :

Resolve at least 80% of non-medical pending cases and reduce cases aged over 30 days by 50%.

Support agency production growth in line with or above the company’s annual target.

Process at least 95% of exception and approval requests within the agreed SLA, while ensuring policy and regulatory compliance.

Issue warning letters for reported fraud or sales compliance cases within H+1, supported by effective cross-functional coordination.

Conduct 100% of scheduled Agency Management meetings on time and ensure meeting action items are properly completed.

Submit accurate forecast and management reports within the agreed deadlines.

Deliver timely and reliable sales performance analysis with at least 99% accuracy, including actionable recommendations for business growth.

B. Agency Business Academy Support

Implement at least 70% of training classes according to schedule and maintain at least 95% training-data accuracy.

Maintain 100% completeness of Academy training data, provide CRM-requested data by H-3, and submit all regular training reports on time.

Resolve training scheduling issues within H+1 and manageable LMS data issues within a maximum of five working days.

Complete 100% of Academy reporting and monitoring automation projects.

Brief Job Description :

Serve as the primary liaison between the Agency Sales Team and Head Office operational functions.

Provide operational support for agency inquiries and administrative requirements.

Monitor and follow up on pending agency cases until closure, including case-aging tracking.

Coordinate case resolution with Operations, Underwriting, Claims, Compliance, Legal, and Risk Management.

Escalate critical, high-priority, or unresolved cases to the appropriate management team.

Manage exception and approval requests involving churning, new business, claims, and policy servicing.

Ensure that operational processes comply with company policies and regulatory requirements.

Support the investigation and resolution of fraud cases and sales compliance violations.

Maintain complete case documentation, approval records, and follow-up actions.

Communicate operational updates and manage escalations from agencies and internal stakeholders.

Prepare operational reports, dashboards, performance analyses, and actionable insights for management.

Support production monitoring, forecasting, and the identification of risks and agency growth opportunities.

Coordinate agency meetings, prepare supporting materials, document decisions, and track action items.

Administer training data, attendance, certifications, promotion requirements, and LMS records.

Coordinate nationwide training schedules and logistics, maintain data quality, resolve LMS issues, and ensure information confidentiality and compliance