Policy Services Officer - Shield (1 Year Contract)

In this role, you will perform a series of end-to-end policy transaction requests across the Shield Policy Management Team. As part of this dynamic team, you will report to a Team Lead and ensure that all requests are addressed promptly to ensure timely and seamless customer experience. Job Description: Policy Services - Shield consists of:- Client level changes - change in personal particulars and contact details Policy level changes - change in plan type (upgrade/ downgrade), add or delete rider, premium payment mode and method, cancellation of policy, reinstatement, policy review Pay-out – Payment and Journal approval Enquiries & appeals – status of application, appeals relating to Shield applications. Manage day to day execution of customer’s change requests or escalations Administer customer requests under the Shield function in accordance to guidelines, service standards and quality. Assess escalations and make independent decision in complaints resolution. Provide timely support and services to Financial Consultants and customers. Develop and maintain process standard operating procedures (SOP) and user guides Approve payments within authority limit. Other tasks assigned by Team lead. Drive feedback loop to identify process gaps/opportunities and implementing process improvements Understand and identify areas in which there are opportunities for better efficiency, effectiveness and customer centricity. Identify process gaps and train touch point staff in fielding high volume queries from customer to ensure first time resolution to minimize escalations. Work with technology team in drafting the business requirements. Review and sign off UAT test plans and output. Monitor post implementation progress to ensure smooth transition. Who we are looking for: Experience Knowledge on Shield plans will be added advantage Competencies & Personal Traits Keen learner and able to work independently Customer-oriented, with good interpersonal and communication skills Meticulous, able to process requests with accuracy and meet service standards Problem solving skills Proficient in MS Office Possesses a digital mindset. Able to appreciate and apply digital tools to processes for efficiency. Education Diploma or Degree holder