Client & Policy Servicing Manager

AIG Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

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Job Title : Client & Policy Servicing Manager

Department : Operations - CPS

Responsibilities

• Lead and manage a team of policy servicing specialists, implementing operational policies, and monitoring key performance indicators to optimize service delivery across the entire policy lifecycle.
• Monitor individual and team performance metrics, identify areas for improvement and implement corrective actions where necessary.
• Build and coach the team to ensure highest levels of operational and technical competency.
• Provide opportunities for talent development and implement succession planning for all key positions.
• Foster a culture of continuous improvement and continuous learning where employees can identify opportunities for improvement and contribute to ongoing service and operational optimization.
• Drive cross-functional collaboration within CPS and across Operations to increase overall efficiency levels.
• Oversee the entire policy servicing lifecycle, including policy renewals, endorsements, policy changes, premium adjustments, and cancellations, ensuring accuracy and timely processing.
• Conduct activity and resource forecasting based on business volumes by product and transaction types.
• Monitor actual operating expenses, identify and implement cost-saving measures by eliminating wastages, redundancies and unproductive activities.
• Continuously review, identify and implement process improvements to streamline policy servicing operations, reduce errors, and optimize efficiency.
• Monitor KPIs such as service level agreements, turnaround times, and customer satisfaction metrics.
• Analyze data to identify trends, potential issues, and areas for improvement within the policy servicing process.
• Ensure all policy servicing activities adhere to company policies, regulatory guidelines, and industry best practices including data integrity and reporting.
• Conduct regular quality checks and self-audits to identify potential risks and implement mitigation actions.
• Continuously evaluate and update the business continuity plan for policy servicing with a focus on response measures, backup continuity, recovery and resilience.
• Foster a customer-centric approach within the team, prioritizing timely and accurate responses to both internal and external customer inquiries and requests.
• Act as the primary point of contact for escalated customer service issues related to policy servicing, resolving complex inquiries and providing timely solutions.
• Monitor customer feedback and use insights to identify areas for service improvement.
• Collaborate with other departments including business, agency, underwriting, claims, and finance to ensure seamless policy servicing across the customer journey.
• Communicate effectively with internal and external stakeholders on policy servicing issues and updates.
• Provide status reports to stakeholders regarding progress against established programs / projects that impact policy servicing and escalate issues as needed.
• Generate reports on KPIs related to policy servicing, including service levels, turnaround times, and error rates; analyze data to identify trends and opportunities for improvement and present findings to management.

Qualifications

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office.

Benefits and culture

We offer a Total Rewards Program focused on health, wellbeing, financial security and professional development.

Equal Opportunity and accommodations : AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. If you need a reasonable accommodation, please email

Functional Area : OP - Operations

Company : AIG Malaysia Insurance Berhad

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Marketing and Sales

Industries : Insurance

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