Agency Admin Assistant Manager (1 Year Contract)

Zurich Insurance; Kuala Lumpur; On-site; MYR 78,000 - 112,000; Full time

Job summary

Zurich Insurance in Kuala Lumpur seeks a Distribution Administration professional to manage agency movements, policy servicing, premium deductions, and office rental matters with accuracy and regulatory compliance.

You will maintain controls, coordinate with stakeholders across Finance, Operations, Compliance, Legal, and service providers, and drive continuous improvement for service quality and efficiency.

Qualifications

• Relevant experience in insurance operations, distribution administration, agency administration, policy servicing, or related operational function.
• Experience in supervisory or team-lead roles would be an advantage.
• Experience in life insurance or family takaful industry would be preferred.
• Exposure to regulatory requirements, operational controls, audits, or compliance processes would be an added advantage.

Responsibilities

• Manage and oversee agency movement activities, including promotions, demotions, terminations, reinstatements, transfers, suspensions, and other status changes.
• Ensure agency movement requests are reviewed, approved, documented, and processed within the agreed turnaround time.
• Coordinate with stakeholders to resolve complex agency administration cases.

Skills

Organisational skills

Planning

Coordination

Stakeholder management

Attention to detail

Analytical thinking

Problem solving

Written & verbal communication

Education

Diploma or bachelor’s degree in Business Administration, Insurance, Finance, Management, or related discipline

Tools

Microsoft Office

Excel

Word

PowerPoint

Outlook

Job description

Role Purpose

To manage and oversee day-to-day Distribution Administration activities, ensuring agency and policy movements, group insurance administration, premium deductions, and office rental matters are processed accurately, promptly, and in compliance with applicable company policies, procedures, and regulatory requirements.

The role is also responsible for maintaining effective operational controls, supporting stakeholder requirements, resolving administrative issues, and driving continuous improvement in service quality and operational efficiency.

Key Responsibilities

1. Distribution and Agency Administration

• Manage and oversee agency movement activities, including promotions, demotions, terminations, reinstatements, agency transfers, suspensions, and other status changes.
• Ensure all agency movement requests are properly reviewed, approved, documented, and processed within the agreed turnaround time.
• Coordinate with relevant stakeholders to resolve incomplete, exceptional, or complex agency administration cases.

2. Policy Servicing and Movement

• Process and monitor policy movement requests, including changes of servicing agent, transfers of servicing rights or benefits, and other related requests.
• Verify that all requests are supported by the required documentation and approvals before processing.
• Ensure policy movements are accurately updated in the relevant systems and properly communicated to stakeholders.

3. Group Insurance and Premium Deduction Administration

• Administer group insurance coverage for eligible agency personnel, including enrolment, changes, termination, and nominee-related matters.
• Coordinate premium deductions, payment arrangements, reconciliation, and follow-up on outstanding or unsuccessful deductions.
• Liaise with the relevant internal departments and service providers to resolve coverage or payment-related issues.

4. Office Rental Administration

• Manage office rental administration, including tenancy documentation, renewals, rental payments, deposits, and related coordination.
• Monitor tenancy expiry dates, contractual obligations, and outstanding actions to ensure timely renewal or termination.
• Liaise with landlords, agency representatives, Finance, Legal, and other relevant parties on rental-related matters.

5. Operational Control and Compliance

• Ensure all activities are carried out in accordance with company policies, standard operating procedures, contractual requirements, and applicable regulatory standards.
• Maintain complete and accurate records, supporting documents, approvals, and audit trails.
• Support internal reviews, audits, compliance assessments, and requests for information.
• Escalate control gaps, operational risks, policy exceptions, or potential non-compliance matters to the appropriate stakeholders.

6. Stakeholder and Service Management

• Liaise with internal and external stakeholders, including Distribution, Finance, Operations, Compliance, Legal, agency representatives, and service providers.
• Monitor service requests and outstanding actions to ensure timely completion within the agreed service standards.
• Handle stakeholder enquiries and resolve operational issues in a timely, professional, and service-oriented manner.
• Provide clear updates on request status, delays, issues, and required actions.

7. Team and Operational Support

• Provide guidance and operational support to team members on procedures, system requirements, and complex cases.
• Review work, where applicable, to ensure accuracy, completeness, and compliance with established requirements.
• Support workload planning and task allocation to ensure business continuity and timely service delivery.
• Assist the manager in implementing operational priorities, controls, and departmental initiatives.

8. Process Improvement and Reporting

• Identify and recommend opportunities to improve processes, controls, service quality, and operational efficiency.
• Support the implementation of system enhancements, process automation, and changes to policies or procedures.
• Prepare operational reports, management updates, case summaries, and performance information as required.
• Monitor key operational indicators, including turnaround time, outstanding cases, error trends, and service issues.

Job Requirements

Education

• Diploma or bachelor’s degree in Business Administration, Insurance, Finance, Management, or a related discipline.

Experience

• Relevant experience in insurance operations, distribution administration, agency administration, policy servicing, or a related operational function.
• Prior experience in a supervisory, team-lead, or Assistant Manager capacity would be an advantage.
• Experience in the life insurance or family takaful industry would be preferred.
• Exposure to regulatory requirements, operational controls, audits, or compliance-related processes would be an added advantage.

Knowledge and Skills

• Good understanding of distribution or agency administration processes and operational controls.
• Strong organisational, planning, coordination, and stakeholder-management skills.
• High level of accuracy and attention to detail.
• Strong analytical, problem-solving, and follow-up capabilities.
• Ability to interpret and apply policies, procedures, and operational requirements consistently.
• Good written and verbal communication skills.
• Proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, and Outlook.
• Ability to learn and operate relevant business systems effectively.

Personal Attributes

• Able to manage multiple priorities and deliver accurate results within agreed timelines.
• Responsible, organised, and able to work with minimal supervision.
• Maintains confidentiality and handles sensitive information with professionalism.
• Demonstrates sound judgement when handling exceptions, escalations, and operational risks.
• Collaborative, service-oriented, and comfortable working with stakeholders across different functions.
• Proactive in identifying issues and following through until resolution.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.