Total 5 job vacancies by Aig Asia Pacific Insurance Pte. Ltd.

Make your mark in Client Broker Engagement

Our Client and Broker Engagement (CBE) team manages AIG’s major client relationships across all product lines, as well as driving new business activity. The team serves major clients and broker partners through an elevated, personalized experience – our client-centric framework drives a consistent experience and best practice, while allowing flexibility to meet the client’s needs.

How you will create an impact

• Co-manage with the Head of CBE on the Client & Broker Engagement relationships across Singapore in line with AIG’s internal best practices around governance and the implementation of global and local business initiatives.
• Execute on identified pipeline of opportunities across the range of AIG Underwriting products and Claim Services, through developing and strengthening client and broker relationships.
• Work closely with the analytics team to ensure that timely data is available to review the performance of key Broker and Client relationships.
• Work closely with the Product Lines Leaders (both local and regional) and the marketing team to establish a visible market presence and enable Thought Leadership to be demonstrated in industry, client and broker forums.
• Comply with the AIG global Broker and Client management framework.

Key objectives:

• Improve the quality of the AIG relationship with key Brokers and Clients, development clients and their brokers through greater transparency of AIG and knowledge transfer.
• Achievement of agreed new business target through new and cross sell sales to strategic clients, development clients and prospects
• Maintain AIG Salesforce for accounts within assigned portfolio
• Manage designated ad-hoc projects
• To carry out your accountabilities and objectives within the framework of AIG Singapore’s Compliance and Regulatory policies

How you will create an impact

This role requires the candidate to work in a team of Customer Care Consultant to perform voice and non voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.

Roles and Responsibilities Include:

• Versatile and to embrace change as and when required in accordance to company vision and mission.
• Ensure timely update of complete and accurate information on customer interactions in the Customer Relationship Management (CRM) system.
• Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
• Fulfill Contact Centre expectations by meeting KPIs as set out in CCC KPIs.
• Provide high levels of service delivery and contribute to expected team performance standard.
• Ensure resolution provided, resolve customers’ problems, feedback and complaints by applying appropriate skills.
• Feedback customer’s concerns to Team Manager for service improvement
• Deliver excellent customer service and ensure a positive customer experience during conduct of day to day activities.
• Promote/cross-sell company’s products and services proactively when opportunity arises to increase productivity and revenue generations.
• Maintain positive and professional working relationship with Contact Centre colleagues and stakeholders.
• Able to perform additional or overtime duties during operational exigencies.
• Assist ad hoc initiatives / projects as and when delegated by management.
• Updates job knowledge by studying new product descriptions; participating in educational opportunities.
• Contribute to Continual Improvement in Operations, Customer Journey, and Customer Experience, Product and Campaign re-design initiatives through insights and supporting team and direct managers in ad hoc projects/programmes in the Contact Centre.

Performance Measures:

• Adherence to Schedule and Punctuality
• Aux breaks
• Achieve Quality Score of 90% and above
• Average Handling Time
• Calls Answered per hour
• Cross Sells – Renewal (conversion rate) / New Business enrolment
• Cross Sells – Personal Accident
• Complaints / Feedback and Compliment

What you’ll need to succeed

• Excellent telephone etiquette
• Resilient, resourceful, displays strong initiative, self-directed and motivated
• Excellent customer service and communication skills
• Strong interpersonal skills
• Able to articulate thoughts clearly
• Fluent in oral and written English
• Enjoy problem solving
• Customer Service orientation
• Able to apply the right level detail to task and initiatives
• Relevant customer service experience in contact center environment
• Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
• Certificate in General Insurance preferred
• Health Insurance Certification would be an advantage
• Knowledge of Call Center Systems
• MS Office Application Suite

How you will create an impact

• Handling WICA claims for Singapore office and Multinational Clients
• Review and assess WICA claims based on statutory requirements, policy coverage and accounts with special arrangements
• Computing and making payments for claims within authority limit
• Updating claims status in various platforms
• Attend Pre-hearing Conferences with Insured and Ministry of Manpower
• Perform 13th Month File Reviews
• Working on KIV files
• Attend both recurring meetings as well as ad hoc meetings for both internal and external stakeholders
• Attend to enquiries via email and phone calls from all stakeholders
• Run reports/claim stats for all stakeholders

What you’ll need to succeed

• Basic insurance certifications i.e. BCP and Comm GI.
• Experience in adjudicating WICA claims.
• Timely, accurate and customer focused claim resolution, minimizing indemnity exposure and mitigating vendor and legal expense.
• Experience in financial control through consistent reserve and other financial transaction discipline.
• Sound knowledge in (WICA) technical claims topics.
• Basic knowledge of legal / regulatory and litigation / procedural requirements for the line of business.
• Familiarity with policy interpretation.
• Experience in effectively following up on recommendations from technical claims audits and continuous claim handling improvement.
• Good communication skills, both written & verbal.
• Time management – ability to manage & prioritize workload and diary management.
• Ability to work with claims and various stakeholders i.e. underwriters, actuaries to effectively drive claims strategy.
• Able to work under pressure and meet tight datelines.

How you will create an impact

• Establishing business relationship and act as a single point of contact for handling support escalations.
• IT vendor management and SLA monitoring.
• Work with the team on the Service Improvement Planning.
• Assisting in application rollout, performing validation post implementation.
• Disaster Recovery and Business Continuity planning (and associated testing) as well as the maintenance.
• Work with Infrastructure Services and other IT teams in handling the downstream, infra related items.
• Focus on the security of the applications, periodic Software Security Assessment refresh, Security Architecture Review refresh etc.
• Ensuring the security framework and controls are followed for the applications (Hammer).

What you’ll need to succeed

• Bachelors or Masters in Computer Science/IT.
• Proven experience in Application support – preferably in BFSI industry.
• Good knowledge or solid experience in Enterprise monitoring and observability domain; preferably in BFSI industry.
• Enterprise logging platforms - Splunk, Elasticsearch, etc.
• Familiarity with workflow management and ITSM tools such as Remedy or ServiceNow.
• Good understanding of Agile (Scrum or Kanban) and implementation of same in real world along with exposure to associated tool sets (JIRA/Confluence).
• Highly desirable - exposure to Cloud Technologies, SRE, and DevOps concepts with focus on automation.
• Self-directed and self-learner, displays resilience and discipline.
• Excellent analytical and communication skills.
• Good planning and organizing skills with structured thinking and innovative solutions.
• Strategic forward-thinking approach to challenges.
• Strong in influencing / negotiating and leveraging strong professional relationship to drive and deliver the right business outcomes.
• Ability to look at issues from multiple angles and appreciate diverse perspectives and complexity.

How you will create an impact

• Identify and underwrite profitable accounts within underwriting limits under direction and guidance from the Head of Department & Manager.
• Maintain and develop strong relationships with agents, brokers and client.
• Manage assigned accounts, ensuring efficient document workflow in line with operational procedures.
• Engagement in Ad hoc projects assigned by HOD and Manager

Technical Underwriting

• Exercise prudent underwriting through a rigorous risk assessment process which includes consideration of loss control, claims history and all other appropriate risk management factors.
• Ensure adherence to the underwriting authority and guidelines and refer cases outside your authority to Manager.
• Ensure quotations and renewals reviews are completed within the agreed SLA.
• Provide product and underwriting training to internal staff and brokers/ agents/partners.
• Meet the budgeted loss ratio.

Portfolio Management

• Perform portfolio review and analysis on a periodic basis on the Auto business.
• Support the Head of Auto in the monthly/ quarterly P&L budget/ forecast.
• Support the Head of Auto in collecting, compiling and analyzing relevant data (Both internal and external) for customer segmentation, customer analysis and market trends.

Business Development and Retention

• Engage with internal stakeholders for technical or marketing support for business development initiatives
• Develop & maintain strong relationships with agents, brokers, partners and clients.

Business Operations and System

• Adhere to internal SLA’s to ensure operational efficiency
• Monitor the TAT of the processing team on policy issuance including fleet vehicle inclusion/ deletion/ endorsement and ensure that documents are issued within SLA
• Assist with the system enhancement requirement gathering and conduct user acceptance testing

Audit & Compliance

• Ensure adherence to the audit requirements
• Ensure adherence to the regulatory, risk and compliance requirement
• Complete the assigned training

What you’ll need to succeed

• Degree in Insurance, Business, statistics or mathematics.
• General Insurance Certified (BCP, PGI, CommGI).
• Strong Insurance knowledge including underwriting concepts and local business practices.
• Proficient in the use of MS Office applications.
• Relevant experience in the portfolio management & analytics field is preferred.
• Skills with SQL, Power BI and Tableau are additional advantage.
• Effective communication (oral and written) and influencing skills and proven ability to collaborate and work across multiple areas of the organization.
• Negotiation skills and the ability to influence others.
• Ability to build strong relationships with channel partners and internal colleagues.
• Analytical and quantitative skills.
• Ability to work as a team player.
• Positive attitude and ability to manage challenges.