Policy Benefits Assistant Manager

Summary

As the Policy Benefits Assistant Manager, you will oversee the daily operations of the Policy Benefits Section, ensuring all processes are carried out efficiently, accurately, and with the customer in mind. Your primary aim is to deliver prompt and reliable service, meeting established benchmarks and deadlines while maintaining the highest standards of customer care. By monitoring workflows, identifying opportunities for improvement, and supporting your team, you will help create a seamless experience for our customers and contribute to Zurich’s vision of operational excellence.

Key Tasks & Responsibilities

· Lead and supervise the day-to-day activities of the benefits payment process, including Surrender, Maturity, Withdrawal and Cancellation, ensuring timely and accurate completion

· Verify and approve payment transactions within the set authority limit, upholding compliance and quality standards

· Support the ongoing development of team members by fostering growth through coaching, training, and regular feedback to drive high performance and continuous improvement within the team.

· Attend to enquiries and resolve complaints related to Policy Benefits promptly and professionally, ensuring a positive customer experience

· Lead and supervise projects or assignments focused on process improvement, simplification, automation, and digitalisation, with the goal of streamlining operations and enhancing system efficiency.

· Perform and monitor project/enhancement User Acceptance Testing (UAT) to ensure new enhancements and processes meet business requirements

· Prepare monthly statistical reports and ad hoc reports for management

· Prepare, review and update relevant documentation, such as Standard Operating Procedures (SOPs) for Policy Benefits to ensure clarity and compliance

· Collaborate with cross-functional teams, such as IT, Finance, and Customer Experience, to address issues, implement enhancements, and support business objectives.

· Ensure adherence to regulatory requirements, company policies, and risk management practices in all policy benefits activities.

· Proactively monitor key performance indicators (KPIs), service levels, and tNPS (Transactional Net Promoter Score), taking action to address any gaps and continuously improve outcomes.

Key Skills

· Supervisory skill

· Analytical skills

· Problem solving skills

· Good communication skills – verbal and written

· Ability to produce high quality work under pressure and right attitude to work

· Sound processing knowledge

· Sound product knowledge

· Adaptability

Qualification/ Experience

Education : Degree with relevant experience

Experience : Minimum 5 years in Insurance / Takaful Industry

At Zurich we are proud of our culture. We are passionate about Diversity and Inclusion. We want you to bring your whole self to work we have a diverse mix of customers, and we want our employee base to reflect that.

Our diversity and inclusion initiatives are creating an environment where everyone feels welcome regardless of protected characteristics.

With the above in mind, we accept applications from everyone regardless of your background, beliefs, or culture.
We are committed to continuous improvement, and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity.

So, make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. We’re proud to have earned Great Place To Work® Certification™. Our company culture is our top priority! #GPTWcertified

Let’s continue to grow together!

Location(s): MY - Kuala Lumpur
Schedule: Full Time
Recruiter name: Jesreena Kaur