Job Purpose
The Senior Expert, Policy Service, will play a crucial role in establishing the policy administration function for a newly launched life insurance company. This role is responsible for setting up and managing policy servicing processes, developing Standard Operating Procedures (SOPs), collaborating with IT to implement policy administration systems, and ensuring seamless customer interactions. The Senior Expert will also work closely with Techcombank to integrate data- driven policy management, ensuring a smooth and efficient policy lifecycle experience for customers while complying with regulatory and business requirements.
Key Responsibilities
Policy Service Setup & SOP Development
- Ensure policy service processes align with regulatory requirements and internal controls.
- Design end- to- end policy service workflows, covering policy issuance, endorsements, renewals, and cancellations.
- Develop and implement Standard Operating Procedures (SOPs) for policy servicing, ensuring efficiency and compliance.
Collaboration with IT & Digital Transformation
- Work with IT and digital teams to automate policy servicing processes and integrate customer self- service portals.
- Define business requirements for IT teams to implement a robust policy administration system.
- Ensure seamless integration of policy service functions with underwriting, claims, and customer service platforms.
Stakeholder Engagement & Collaboration with Techcombank
- Define and integrate data flows between the bank and the insurance company to facilitate efficient policy management.
- Develop service- level agreements (SLAs) with Techcombank to ensure a consistent customer experience across channels.
- Work with Techcombank’s customer service and distribution teams to provide seamless policy servicing support.
Regulatory Compliance & Governance
- Ensure policy service operations comply with local insurance regulations and industry best practices.
- Collaborate with compliance and legal teams to maintain accurate documentation and reporting.
- Monitor regulatory updates and adjust policy service procedures accordingly.
Customer- Centric Policy Service Experience
- Introduce digital self- service options, such as policy updates, premium payments, and customer requests.
- Monitor customer feedback and service metrics to continuously improve policy servicing efficiency.
- Develop and implement service strategies that enhance customer satisfaction and retention.
Collaboration with Third- Party Service Providers
- Engage with external vendors such as customer service providers, document management firms, and digital payment platforms.
- Ensure effective third- party integration into policy servicing workflows.
- Negotiate and monitor service- level agreements (SLAs) to ensure high- quality service delivery.
Performance Monitoring & Continuous Improvement
- Implement process enhancements to improve turnaround times and operational efficiency.
- Define and track key performance indicators (KPIs) for policy servicing operations, including processing time, customer response rates, and accuracy.
- Analyze policy service data to identify trends, potential inefficiencies, and areas for process optimization.
