Policy Admin Assistant Manager

Summary of Responsibilities:

Overall managing Policy Administration team to provide excellent services to customers and sales forces.

Being subject expert masters for Policy Administration and Billing & Remittance functions.

Providing Customer Services excellence and high quality to meet the objectives of the Corporate and company goals.

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Principal Responsibilities:

• Manage Policy Administration and Billing & Remittance teams in implementation of relating strategies, policies and processes to ensure smooth operation of business and maximization of excellent service values to customers and company.

• Supervise Policy Administration and Billing & Remittance teams in daily transactions of policy alteration, valuation and premium control to ensure service standards and compliance.

• Monitor functional plan and relating KPI performance that deliver reduced relating unit and overall costs and process improvement on an ongoing basis, fully comply with internal and regulatory regulations.

• Monitor the functional performance in Transactional Net Promoter Score (TNPS) improvement and co-operate with external service provider(s) to implement TNPS for PA & B&R touchpoints.

• Delegate, coach and support staffs in performing their daily tasks.

• Define requirements for system enhancement/development to support the operation more effectively. Cooperate with IT in business requirement finalizing and UAT execution.

• Check data/reports of policy alteration, policy valuation, premium reconciliation, Persistency

• Perform periodical First Line of Defence (FLOD) case review on policy alteration, valuation, Billing & Remittance and propose solutions for service recovery and continuous improvement plan.

• Prepare management reports and statutory reports relating to Policy alteration, policy valuation and Billing & Remittance.

• Train and develop PA, Billing & Remittance staffs.

• Work with banks / distributors on Billing & Remittance maters.

• Other tasks required or assigned by Manager – Customer Service

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Yêu cầu công việc

• University Degree of Marketing, Economic, Commerce

• Preferably with LOMA 280 & 290

• At least 3 years’ experience in administrative work

• At least 3 years’ experience in Customer Service/ Life Insurance

• Good interpersonal and leadership skills with visionary traits

• Ability to communicate a vision and lead, guide, motivate team members towards the achievement of goals, business objectives and service standards

• Has initiative and drive to constantly review and enhance workflows of section to maximize operational effectiveness

• Customer oriented

• Proficient in Vietnamese (oral & writing), advanced English skills

• Knowledge in computer software and using computer system (OS Office). Experience in Customer management system and system testing are preferred.

• Meticulous, organized and able to work under tight deadline and pressure

• Highly committed and self-motivated.