Role Overview
Assistant Manager/ Manager for Policy Servicing is responsible for overseeing the BAU activities within the Policy Servicing team, including Policy Setup, Policy Issue, Billing, and Member Movement Requests. The role emphasizes task management with a focus on maintaining quality standards, optimizing Turnaround Time, and managing the team to drive operational efficiency and staff development. An important aspect of the role involves driving innovation through the adoption of AI, data analytics, and automation to enhance service delivery and process efficiency.
Key Responsibilities
Manage daily operations of the Policy Servicing team to ensure timely and accurate delivery of BAU activities.
Monitor and improve quality and efficiency, ensuring adherence to service standards and turnaround targets.
Lead, motivate, and develop team members, fostering a high-performance environment.
Engage with internal and external stakeholders, including clients, brokers, and other departments, to address and resolve conflicts effectively, proposing practical solutions.
Maintain a strong understanding of system workflows and process flows, identifying opportunities for process improvement, system enhancement, and automation.
Lead initiatives to incorporate AI, data analytics, and automation tools to improve operational efficiency, accuracy, and customer experience.
Ensure compliance with regulatory and internal policies, including AML and other relevant standards.
Drive change management projects related to system upgrades, automation, and digital transformation.
Stay updated on Group Insurance product knowledge, policies, and industry best practices.
Support continuous improvement initiatives, leveraging data insights and technological advancements to optimize processes.
Qualifications & Skills
Proven experience in Policy Administration or Policy Servicing within Group Insurance.
Strong people management and task prioritization skills.
Excellent stakeholder management and conflict resolution abilities.
Good understanding of system workflows, data analytics, and process flows, with a focus on continuous improvement and automation.
Awareness of compliance requirements and regulatory standards.
Experience in change management, system enhancement, and the adoption of AI and automation solutions is highly desirable.
Knowledge of Group Insurance products and industry trends.
Personal Attributes
Detail-oriented with a focus on quality and operational efficiency.
Effective communicator and team leader.
Proactive problem-solver with strong stakeholder engagement skills.
Innovative mindset with a keen interest in emerging technologies like AI, data analytics, and automation.
Adaptable to change and driven for continuous improvement.
AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.
