Job Summary

Lead and support daily team operations to meet KPIs and productivity goals. Manage escalated customer inquiries to ensure satisfaction. Drive process improvements through collaboration, audits, and data analysis. Participate in projects and system enhancements to optimize performance.

Responsibilities

Supervise and monitor team performance to achieve daily operational goals and KPIs
Collaborate with team members to maintain and improve individual productivity levels
Resolve escalated customer inquiries and complaints promptly and professionally to enhance customer satisfaction
Liaise with department stakeholders to implement process improvements and resolve policy-related issues
Identify and develop strategies for service improvements to increase customer retention
Conduct regular audits to ensure compliance with policies, procedures, and quality standards
Analyze reports using data and analytics to identify opportunities for process optimization
Stay informed on industry trends, best practices, and regulatory changes to recommend appropriate actions
Participate in projects, system enhancements, and user testing by providing actionable feedback on system performance
Execute ad-hoc tasks as assigned to support operational needs

Preferred competencies and qualifications

Diploma or degree holder
Experience in policy servicing within the life insurance industry is advantageous
Proficient in Microsoft Office applications and PC literate
Strong leadership and people management skills demonstrated by building and leading high-performing teams
Exceptional customer service skills with proven ability to resolve complex issues
Effective organizational and time management skills to prioritize tasks and meet deadlines
Ability to work effectively under tight timelines and pressure
Excellent verbal and written communication skills

Policy Servicing Executive