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PBTB | Deputy Manager, Customer Fulfilment (Claims)

Prudential plc Kuala Lumpur, Malaysia
Posted 17 days ago Permanent Competitive
PBTB | Deputy Manager, Customer Fulfilment (Claims)
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.

The incumbent oversees the claims production team in daily claims operational, and to deliver the agree Service Level Agreement, improve productivity of staff whilst record accuracy in output towards service excellence. He/ she also acquire a thorough knowledge of the different takaful products (and their functionalities / technicalities) and operational processes to ensure good assessment of risks. The incumbent is also required to work closely with other internal (Claims & Operation Department) and external (distribution & other department) people within the Company and also external business partner and or distribution channel and customers/ clients/ insurance association for efficiency of deliverable.

Roles & Responsibilities:
  • To assist team Manager to manage and perform claims assessment and approval on all claims based on authority limit for the whole team. Ensure all claims are assessed in accordance with SOP within TAT for claim process by team. Accountable on team efficiency and effectiveness performance on TAT, productivities per level set.
  • Manage and assist team members to assess complicated claim cases, penders giving technical advice and motivation at all time. Ensure all complicated cases are manage within agree timeline and penders are attended within SOP and agree timeline.
  • Accountable in staff's skill development and ensure team members to attend product and technical trainings actively, acquire and improve the required job and technical knowledge working towards quality of claim assessment.
  • Team to achieved at least 70% cross trained with at least 2 skills by end of performance period.
  • Ensures section/unit complies with all regulatory (internal and external) and corporate requirements. To work closely with Risk, Compliance, Shariah, Actuarial and others operation department.
  • Responsible in preparing daily, monthly and ad-hoc statistic & analysis for reporting to management.
  • Support Manager to continuously review processes, identify and resolve service gaps through constructive feedback, and implement process improvements where appropriate
  • Involved in UAT upon new product launched or system enhancement and participate in roadshow, claims clinic and workshop.

Job Requirements:
  • Tertiary education in any field preferably in Biomedical/Biotechnology/Bioscience/Business Administration/Mathematics/Economics.
  • Minimum 6 years' experience in life underwriting/ life insurance/ takaful/ claims operations and management.
  • Passing Professional Examinations. Life insurance qualification eg. ACII, AMII, AAII, FLMI. is an advantage.

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.
Job ID  24060446
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