Associate Manager, Policy Sevicing

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Summary

In this role, you will lead a team within the Policy Services department, collaborating closely with the Policy Services team manager to ensure applications submitted by customer and financial consultant are processed promptly and accurately, adhering to stipulated service levels. Additionally, you will also be actively involved in the daily processing of Policy Service requests from customers.

Job Description:

Major policy alteration, Policy reinstatement and Customer Data Management function comprises:

• Single Premium Top up
• Change/appointment of Life Assured
• Cancellation/deletion of riders
• Change of Occupation/smoking status/date of birth/gender
• Conversion to paid up
• Renewal of rider
• Reinstatement of policy
• Updating of customer address/undelivered mail
• Updating of customer particulars/contact details
• Nomination of Beneficiary
• Updating of customer consent
• Updating of correspondence delivery option

Day To Day Responsibilities:

Plan and manage the team’s daily work distribution and ensuring team's clearance targets are achieved. Manage leave plans of the team, ensuring there are sufficient resources to cater for day-to-day operation needs. Ensure customer and financial consultant’s applications under the Major Policy Alteration, policy reinstatement and customer data management function are processed in accordance to guidelines, service standards and quality. Ensure that issues or escalations are flagged out and work with the team managers towards resolution within the service level agreement. Handle tasks relating to Major Policy Alteration, policy reinstatement and customer data management function. Responsible for generating reports based on collected operational data and overseeing the attendance management of team members. Responsible for provisioning system access for new employees based on their respective job functions and operational requirements.

Who We Are Looking For:

Experience

• Degree holder with at least 3 years working experience in Life insurance policy servicing, relating to the processing of the transactions under the Major policy alteration, policy reinstatement and/or customer data management functions.
• Good knowledge on Life, ILP and term insurance plans will be added advantage.
• Have at least 1 year of people management experience.

Competencies & Personal Traits

• Keen learner and able to work independently
• Customer-oriented, with good interpersonal and communication skills
• Meticulous, able to process requests with accuracy and meet service standards
• Problem solving skills
• Hardworking, meticulous and dedicated team player.
• Willing to work long hours and weekends (if required) to support peak period.
• Good team player with keen eye to details and ability to work under pressure.
• High level of integrity, take accountability of work and good attitude.
• Take initiative to improve current state of things and adaptable to embrace new changes.
• Proficient in MS Office.

Education

• Degree holder

Language

• English

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.