Life Insurance Operations Head

4 weeks ago

Manila, National Capital Region, Philippines Eastwest Ageas Insurance Full time

Overall purpose, duties and responsibilities of the role:

Provides leadership and management of EWA's life insurance operations (New Business, Underwriting, Policy Management, Claims, Collections and Disbursements, Customer Services) and supporting functions like QA and Reconciliation, in alignment with the company's strategy and underwriting policy. Drives the tactical and operational implementation of the company's four pillars: customer-centricity, operational excellence, being a digital insurer and a preferred employer by improving the processes and guidelines, leveraging technology maximize support to our business' goals.

Duties and Responsibilities

  • Lead the execution of professional, efficient and effective individual and group life insurance operations in alignment with EWA's strategy and underwriting policy.
  • Responsible for all end-to-end operations activities (New Business, Underwriting, Policy management, Claims, Customer Services, Collections and Disbursements, and supporting functions like QA and Reconciliation).
  • Set up annual budgets in line with the implementation of EWA's business strategies and goals, as well as the underwriting strategy and day-to-day operations activities.
  • Develop, implement, and review a comprehensive performance management framework to manage and report the operations activities.
  • Develop, implement, and review improvements of the operations procedures and processes in line with EWA's four pillars.
  • Create effective and efficient pipeline management, with a strong focus on turn-around-time, cost-per-policy, and other KPIs as contracted through SLAs (internally, as well as with external service providers).
  • Together with the respective EWA's training function, develop, implement, and review a continuous training and development program aimed at the different functional operations areas, with special focus on the required levels of insurance and system knowledge, as well as company policies (especially for compliance in the operations areas like know-your-customer, anti-money laundering, etc.).
  • Build an effective leadership team for the operations functions and develop, implement, and review vendor management for the operations services that are provided through or with support of external vendors.
  • Participate in cross-functional projects (e.g. Claims, Operations, Actuarial, Product Team, Finance, Compliance).
  • Develop, implement, and review customers grievance redressal procedures, and ensure strict adherence to respective protocols regarding communication, timelines, and reporting.
  • Develop, implement, and review a framework to manage audit and compliance issues to ensure strict adherence to committed managed resolutions, inclusive timelines.
  • Ensure availability and continuity of EWA's operations services, with specific focus on peak moments (e.g. seasonal, campaign-related).

Essential Skills / Qualifications:

  • Strong leader with experience in managing a team in financial services or insurance industry with people leadership capability.
  • Experience in Bancassurance environment is required.
  • Excellent knowledge in life insurance operations processes (individual life, group life, and health) and industry trends.
  • Graduate of Bachelor's degree either in Actuarial Science, Business Administration, or Engineering, or equivalent.
  • At least 20 years of relevant working experience in life underwriting and operations.
  • Strong accuracy.
  • Strength of character and communications to provide recommendations or communicate issues.
  • Excellent communication skills, negotiating, analytical, and strategic thinking.
  • Strong change management capabilities, with a keen eye for the impact of change on the end-to-end capabilities of EWA (proven track record of building teams of experts and implementing process improvements), experienced in Lean / Six Sigma and project management.
  • Ability to think out of the box and design innovative life insurance processes, using state-of-the-art technology creating a delighting customer experience.
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