Senior Manager - Group Operations - Insurance

Key Responsibilities :

- Conducting internal process reviews to identify service gaps and take corrective measures to ensure excellence and compliance to guidelines

- Respond to queries received from customers on various Group policies are within pre-defined timelines & to the satisfaction of the customer. Ensure all complaints & escalations from the sales channels & sales support team are responded to within pre-defined timelines using appropriate solutions, follow ups resulting in customer satisfaction

- Handle audits and closure of audit queries including statutory audits, process and ISO audits as well as audit of customers processes

- Coordinate for policy renewals with sales and other teams to aid renewal of contracts of existing clients through renewal reminders and follow ups

- Monitor vendors and staff responsible for scanning, archiving, despatch, manpower support in terms of outsourced staff etc to ensure agreed service levels are met.

- Co-ordination with Underwriting team for medicals and issuance of cover post underwriting

- Meeting with various policyholders at regular intervals to improve operational deliveries

- Manage and lead the team to achieve optimum productivity and output through regular performance review, monitor operational issues like leave planning, discipline, behaviour etc.

- Collaborate for recruitment to build a strong support team to business

Requirements :

- Strong communication, presentation, and written skills.

- Strong coaching, conflict negotiation, planning, and hiring skills.

- Highly organized and self-directed approach to work.

- Ability to lead through real time and rapid changes.

- Experience in the financial sector with previous possible roles such as financial analyst

- Extensive understanding of insurance, preferably group insurance and knowledge of statutory requirements and regulations

- Proficient user of Group Asia software