job description
Are you a detail-oriented insurance professional with a passion for operational excellence? FWD Life Insurance Corporation is seeking a dynamic Assistant Manager, Policy Servicing to join our high-performing team in the vibrant KL Eco City hub. In this role, you will play a pivotal part in ensuring seamless policy administration, optimizing service delivery, and enhancing the overall customer journey for our policyholders.
You will lead initiatives to streamline backend processes, provide technical guidance to team members, and ensure strict compliance with internal policies and regulatory standards. If you are a problem-solver who thrives in a fast-paced insurance environment and is dedicated to delivering superior service standards, we invite you to advance your career with us at FWD.
Responsibility
- Oversee end-to-end policy servicing workflows including new business processing, endorsements, and renewals.
- Manage complex policy queries and resolve escalation cases with high professional standards.
- Mentor and guide a team of processing executives to improve operational throughput and accuracy.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain high service quality.
- Collaborate with cross-functional teams, including Underwriting and Actuarial, to streamline operational processes.
- Ensure full adherence to internal controls, compliance frameworks, and regulatory requirements set by BNM.
- Identify process gaps and spearhead continuous improvement projects to enhance operational efficiency.
Qualifications
- Bachelor’s degree in Business, Finance, Insurance, or a related field.
- Minimum 4-6 years of experience in Life Insurance policy administration or customer servicing.
- Strong understanding of local insurance regulatory requirements and market practices.
- Proven ability to lead or supervise a small team in an operational environment.
- Excellent analytical skills with proficiency in Microsoft Excel and insurance administration software.
- Strong command of English and Bahasa Malaysia, both written and verbal.
- Demonstrated ability to handle pressure and meet strict processing deadlines.