AVP, Certificate Servicing (GETB)

Great Eastern Life; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

A leading life insurance company seeks an AVP for Certificate Servicing, responsible for leading operations and enhancing customer experience. The ideal candidate should possess extensive knowledge of insurance processes, strong leadership skills, and a proactive approach to problem-solving. Join the team to drive operational excellence and customer satisfaction within a dynamic environment.

Qualifications

• 6 to 8 years of experience in life insurance or Takaful.
• In-depth knowledge of insurance products and operational processes.
• Proficient in written and spoken English.

Responsibilities

• Manage performance and service delivery for Certificate Servicing.
• Drive improvements in customer feedback metrics like NPS.
• Ensure compliance with regulatory and company guidelines.

Skills

Leadership

Data analysis

Project management

Communication

Problem-solving

Education

Bachelor's degree

Job description

Job Description - AVP, Certificate Servicing (GETB) (2500011Q)

Job Number:

2500011Q

About the Job

This role is to lead and manage the performance of Major Alteration, Reinstatement, Non-Disclosure, Medical Repricing Process, and Replacement of Certificates (ROC). Additionally, this role involves leading initiatives such as the Net Promoter Score (NPS) - VOC/VOD customer feedback loop, Chatbot & Live Chat for the Operations division. The role requires supervising, coordinating, and guiding a team to operate and implement enhancements in compliance with company guidelines, regulatory, statutory, and Shariah requirements.

Key Responsibilities:

1. Drive improvement of NPS – VOC/VOD for operations & customer service; analyze customer feedback to identify service gaps and monitor action plans for improvement.
2. Lead and manage the operations and service delivery, resource and capacity planning for Certificate Servicing (CES) related to Major Alteration, Reinstatement, Non-Disclosure, Medical Repricing Process, and ROC.
3. Ensure the team meets all Service Level and Quality targets according to departmental and company KPIs, such as NPS, Customer Satisfaction Score (CSAT), Quality Check (QC) Results, etc.
4. Approve and authorize transactions within designated timelines and authority limits.
5. Handle complex issues arising from incidents or complaints.
6. Participate in initiatives to improve customer and agent experience and operational efficiency, including process streamlining like CS e-Form & e-Workflow implementation.
7. Review and streamline processes to enhance operational efficiency and accuracy.
8. Prepare regular and ad hoc reports, perform analytics, and provide insights to support data-driven decision-making, process optimization, and performance improvement.
9. Ensure compliance with business and regulatory requirements, taking steps to mitigate associated risks.
10. Stay informed about industry trends, regulatory changes, emerging threats, and technologies to better safeguard the company.
11. Highlight potential risks and share best practices in risk management.

Candidate Requirements:

• A bachelor's degree with 6 to 8 years of experience in the life insurance or Takaful industry, with in-depth knowledge of insurance products and operational processes.
• Strong leadership and supervisory skills.
• Skills in data collection, analysis, and management.
• Project management skills.
• Excellent communication, public relations, and interpersonal skills.
• Decision-making, analytical, and problem-solving abilities.
• Proactive with a sense of ownership and urgency.
• Proficient in written and spoken English.

Note: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes via email or to employees. We are not responsible for any fees related to unsolicited resumes.