Policy Servicing Manager (Policy Changes & Conservation)

Zurich 56 Company Ltd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Zurich 56 Company Ltd is hiring a Policy Servicing Manager (Policy Changes & Conservation) in Kuala Lumpur, Malaysia. You will oversee daily servicing tasks, ensuring timely processing of policy changes, conservation-related transactions, and adherence to benchmarks and deadlines.

The role involves supervising the end-to-end servicing workflow, quality assurance, and collaboration with cross-functional teams to support regulatory compliance and continuous improvement initiatives.

Responsibilities

• Supervise daily policy servicing requests ensuring compliance with internal procedures and service standards.
• Oversee processing of Nomination/Hibah/Wasi, Assignment, and other servicing actions.
• Ensure timely completion of transactions within deadlines and regulatory requirements.
• Lead quality assurance sampling and update monthly reports.
• Collaborate with cross-functional stakeholders to support operational objectives.
• Participate in system enhancements, UAT, digitalization, and business transformation projects.

Skills

Policy servicing

Regulatory compliance

Process improvement

Job description

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Policy Servicing Manager (Policy Changes & Conservation)

136817

Summary :

Responsible for overseeing daily operational tasks to ensure timely processing of Policy Changes & Conservation related transactions within established benchmarks/deadlines for Life and Family Takaful. Supports business process analysis, process improvement, quality assurance, testing, and assists with additional duties assigned by supervisors to meet operational or other needs.

Key Tasks :

• Supervise and coordinate the day-to-day processing of policy servicing requests, ensuring compliance with internal procedures, service standards, regulatory requirements, and turnaround times.
• Oversee the accurate processing of:
• Nomination/Hibah/Wasi
• Assignment/Release Assignment
• Single Top-Up
• Switching or Transfer of Units
• Extended Term Insurance & Reduced Paid Up
• Change of Servicing Agent
• Issuance of reprint contract
• Quality assurance sampling checking & update monthly report
• Manage the refund suspense relating to stamping and top up
• Lead and oversee the Replacement of Policies (ROP) and Replacement of Certificates (ROC) function, ensuring compliance with regulatory, industry, and internal governance requirements, including BNM, LIAM, and MTA guidelines.
• Manage product exemption and detection rules, commission restriction assessments, waiver appeals, KRI reporting, management reporting, and the periodic review of SOPs, benchmarks, and governance frameworks to ensure effective operational controls and regulatory compliance.
• Ensure proper and timely resolution of pending, aged, and exceptional cases.
• Review, validate, and approve transactions, worksheets, and servicing requests within delegated authority limits, including reinstatement cases where applicable.
• Ensure transactions are processed accurately and within established service standards, operational procedures, regulatory requirements, and AML/CFT guidelines.
• Attend to escalated enquiries, appeals, complaints, and exceptional cases from customers, intermediaries, branches, call centres, and internal stakeholders.
• Monitor and ensure timely resolution of outstanding cases, exceptions, and operational issues.
• Perform quality assurance reviews and sampling checks to ensure operational accuracy, compliance, and adherence to service standards
• Monitor and manage operational errors, identify root causes, and implement corrective and preventive actions.
• Manage refund suspense accounts and related exception items.
• Prepare, analyze, and present management information, statistical reports, and operational performance updates to support business decisions.
• Identify opportunities for process optimization and drive continuous improvement initiatives to enhance operational effectiveness.
• Participate in system enhancements, User Acceptance Testing (UAT), digitalization, automation, and business transformation projects.
• Collaborate with cross-functional stakeholders including Distribution, Operations, IT, Finance, Compliance, Legal, and Risk Management to support operational and business objectives.
• Review, update, and maintain Standard Operating Procedures (SOPs), Work Instructions (WIs), and servicing guidelines.
• Provide coaching, guidance, and technical support to team members to ensure consistent service delivery and capability development.
• Undertake any other responsibilities and projects assigned by Management from time to time.