PT FWD INSURANCE INDONESIA

Policy Servicing Manager

Roles & Responsibilities

PURPOSE
This role will be responsible to handle policy servicing transactions for
individual life insurance, which includes ensuring good quality of
processing, ensuring targeted service turnaround time is met, complying
to risk control mechanisms and delivering remarkable service experience
to our customers.

KEY ACCOUNTABILITIES
 Deliver high quality, accurate and prompt service to customers by
meeting or exceeding respective service levels and turnaround times of
our life insurance and investment linked transaction
 Comply relevant regulations, internal policies and procedures in the
service delivery
 Provide feedbacks on our policy servicing processes and work with the
head of function to streamline the processes in order to achieve
operations efficiency
 Handle escalated complaints by collaborating with internal stakeholders
to resolve the complaints according to the complaint resolution process
 Review the root cause of any system issues and work with IT and other
stakeholders to fix the issues
 Provide training to new joiners to transpire product and process
knowledge of policy servicing & premium management
 Represent policy servicing in discussions related to new product
launches and system enhancements
 Participate in user acceptance testing
 Support the company’s initiatives in achieving its financial goals and
objectives
 Support other ad hoc tasks and projects assigned
QUALIFICATIONS / EXPERIENCE
 A degree holder
 3 to 5 years of experience in life insurance operations which includes
life insurance and investment linked
 Experience in managing a team will be preferred
 Possess relevant insurance certificates such as CLI, ALMI, FLMI and
BCP/BCCS will be a bonus

KNOWLEDGE & TECHNICAL SKILLS

 Good knowledge in life, health and investment linked insurance.
 Good understanding on insurance and investment linked regulatory.
 Good verbal and written communication skills.
 A team player
 Good time management and project management skill
 Proficiency in MS Office skills
 Experience in Life Asia will be preferred.