Job Description Summary
We are seeking a dynamic and experienced Senior Manager to oversee our Enterprise Business Onboarding & Servicing team. The ideal candidate will be responsible for managing a high-performing team, handling escalations, resolving conflicts, and significantly contributing to process improvement and product development. This role demands a strong focus on ensuring the team's quality deliverables and productivity while fostering a culture of excellence and innovation. In this role, you will lead and manage the Policy Services & Renewal team and Medical Underwriting. You will report to the Head of Customer Fulfilment & Operations and work closely with internal & external stakeholders, ensuring the delivery of operational KPIs and growth targets.
Job Description:
Team Management and Culture Advocacy:
- Lead, mentor, and develop a team of policy administration professionals, ensuring alignment with the company’s goals and objectives.
- Conduct regular performance reviews, set clear goals, and provide constructive feedback to drive team performance and growth.
- Promote a culture of high performance and continuous improvement within the team, encouraging innovation and excellence.
- Recognize and reward outstanding contributions and achievements, fostering a motivated and engaged workforce.
Escalation and Conflict Handling:
- Act as the primary point of contact for escalations, resolving issues promptly and effectively to maintain client satisfaction and operational efficiency.
- Mediate and resolve conflicts within the team and with external stakeholders to ensure a harmonious and productive work environment.
Product Development:
- Collaborate with the product development team to provide valuable insights and feedback from a policy administration perspective.
- Participate actively in the design, development, and enhancement of new and existing products to meet market demands and regulatory requirements.
Quality Deliverables and Productivity:
- Oversee the team’s output, ensuring high-quality deliverables that meet or exceed client expectations and industry standards.
- Implement and refine processes and best practices to enhance team productivity, efficiency, and accuracy.
Sales Tender Participation:
- Play a crucial role in the preparation and presentation of sales tenders, providing expert input on policy administration and services.
- Work closely with the Distribution team to support business development efforts and secure new business opportunities.
Regulatory Adherence and Audits:
- Ensure compliance with all relevant regulations, industry standards, and internal policies.
- Stay updated on regulatory changes and implement necessary adjustments to systems, documents, and processes to maintain compliance.
- Prepare for and actively participate in internal and external audits, ensuring all documentation and processes meet audit standards.
- Address audit findings promptly and implement corrective actions to mitigate risks and improve operational practices.
Company Engagement and Team Cohesiveness:
- Actively participate in company events, initiatives, and corporate functions, representing the Enterprise Business Operations team and fostering a sense of community.
- Promote a collaborative and cohesive team environment by encouraging open communication, teamwork, and mutual respect.
- Serve as a role model by demonstrating professionalism, integrity, and a strong work ethic, leading by example in all aspects of the role.
Who we are looking for:
Competencies & Personal Traits
- Proficient in operations processes with a flair for optimizing workflows.
- Detail-oriented with a commitment to accuracy and quality.
- Innovative and resilient with a strong eye for detail
- Excellent communication skills in English, both written and verbal.
- Proficient in using relevant software and tools.
- Strong problem-solving and decision-making abilities.
- Ability to work collaboratively in a team-oriented environment.
- Strong interpersonal and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
Working Experience
- 7 – 10 years of working experience with insurers or insurance related industry, with a significant portion in a managerial role.
- Experience in employee benefits structure is highly desirable.
- Knowledge of life and medical insurance is a must.
Professional Qualifications
- M5
- Health Insurance
Education
- Diploma or Degree
Language
- English
