Senior Manager, Partnership Operations & Customer Experience

PolicyStreet; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading InsurTech firm in Kuala Lumpur is seeking a Senior Manager for Partnership Operations & Customer Experience. The role involves managing insurance claims processing, partnerships, and customer service. Candidates should have 4-5 years of experience in insurance roles and a Bachelor's degree in a relevant field. The company offers a dynamic work environment with diverse benefits. If you are passionate about improving insurance solutions, this is the opportunity for you.

Benefits

Medical and Life insurance

Health benefits including optical and dental

Opportunities for growth

Collaborative team environment

Well-stocked pantry

Qualifications

• 4-5 years experience in claims processing or insurance servicing roles.
• Strong knowledge in insurance claims operations and policies.
• Exceptional customer service and communication skills.

Responsibilities

• Lead a team for motor and non-motor insurance claims processing.
• Manage partnerships and customer experience operations.
• Prepare and analyze department performance reports.

Skills

Customer service

Attention to detail

Analytical skills

Communication in English

Communication in Bahasa Malaysia

Education

Bachelor’s degree in Insurance or Law

Job description

Senior Manager, Partnership Operations & Customer Experience

PolicyStreet is a leading InsurTech group, specialising in innovative digital insurance solutions for businesses and consumers in Southeast Asia and Australia. With a network of over 40 providers, we offer a comprehensive range of products, including embedded insurance, customised employee benefits, financial advisory, and digital solutions – making insurance straightforward, for everyone. Through our regional group of companies, we serve more than 5 million customers with over US$ 10 billion in sum insured.

WHAT YOU’LL DO:

• Lead a team to manage end-to-end Motor & Non-Motor insurance claims processing including but not limited to reviewing documentation, conducting investigation, assessing coverage and determining claim validity.
• Lead a team to manage Motor & Non-Motor partnerships / affiliate operations covering processes such as policy endorsements, generating quotations, billing & invoicing, etc.
• Lead a team to manage customer experience and ensure prompt and courteous assistance to policyholders for incoming enquiries, and personally handle escalated cases.
• Manage and ensure the team’s productivity is within set service level agreements (SLA) and claims are processed in accordance to set guidelines, policies and procedures.
• Lead and represent the company in conflict resolution processes, dispute management, and tribunal or regulatory proceedings if any.
• Work with internal stakeholders such as the Technology team, Partnership team, and other necessary teams, in setting up process workflow, and system integration with new businesses.
• Serve as a main point of contact and responsible to maintain strong relationships with insurers, partners / corporate clients, third-party administrators and other related service partners to ensure alignment and high-quality service delivery.
• Prepare and analyse various reports on department performance, claims data, and operational activities.
• Any other ad-hoc matters as and when required.

Requirements

WHAT WE EXPECT OF YOU:

• Bachelor’s degree in Insurance, Law or in a relevant field, and/or any professional qualifications for the insurance industry is an added advantage.
• Minimum of 4~5 years experience in claims processing or insurance servicing roles, in a corporate direct, brokerage and/or other intermediary capacities.
• Strong knowledge in insurance claims operations, policies, terms and coverage. Knowledge in general insurance including but not limited to Motor, Personal Lines (Travel, Personal Accident, etc), extended warranty etc.
• Excellent attention to detail and analytical skills.
• Exceptional customer service and communication skills, in English and Bahasa Malaysia, both written and verbal.
• Medical and Life insurance.
• A wide range of health benefits - including optical, dental, and physiotherapy.
• Opportunities for continuous and rapid growth as well as skills enhancement.
• Collaboration with a talented and youthful team that makes the work and learning a lot more fulfilling and fun.
• And a well stocked pantry!

Join Our Team in Shaping the Future of Insurance

As a homegrown startup that seeks to innovate how we use and think of insurance, we value teammates who think big, challenge the old ways, and take extreme ownership.

In PolicyStreet, we aim to do better, to serve people better. We are committed to pushing boundaries of innovation and to develop Purposeful and Simple insurance solutions for businesses and consumers, narrowing the protection gap and improving financial inclusivity in the region.

If you are driven to make change, keen to be at the forefront of insurance innovation, and grow with a team of talented and motivated people, we’d be just as excited to get to know you too!

Find out more about us via our website at www.policystreet.com.

At PolicyStreet, we uphold the principles of equal opportunity and embrace diversity. We are committed to a workplace free from discrimination based on race, religion, colour, gender, sexual orientation, age, marital status, veteran status, or disability status.

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