Job Description

We are looking for a detailed oriented Individual with strong analytical and problem solving skills. He/she will be responsible for monitoring, maintaining and improving transactional quality of the activities within the team and driving Quality.

Job Responsibilities:

• Day to day quality checking of transactions and ensuring set quality benchmark levels are monitored and met in accordance with regulatory and legal requirements.
• Implementing quality assurance standards and providing accurate and comprehensive feedback to the team.
• Identifying areas of opportunities with root cause analysis and taking corrective and preventive measures to maintain and improve quality standards.
• Creating a Quality Framework that works efficiently with optimum quality standards to achieve departmental objectives.
• To provide guidance, training and regular performance reviews/feedback to the team.

Accountabilities:

Customer Service:

To ensure Policy documents, Terms & Conditions, Endorsement documents and all service requests are processed accurately and delivered within agreed TATs.

Internal Control and Process:

To ensure Authority Matrix and Standard Operating Procedures are followed strictly by all staff while processing any transaction. All deviations are referred to competent authority for approval as stated in Authority Matrix document.

Regulatory & Compliance:

To ensure all applicable regulations are strictly followed by the entire team while processing any transaction. (AML, FATCA, RTA, Insurance Authority and any other regulation or guidance provided by Legal and Compliance team from time to time)

Team Management:

To monitor, guide and coach the team to achieve organizational objectives and Policy Operations accountabilities.

Operational Efficiency:

To optimize processes to bring down operational cost / to improve the productivity / efficiency.

Education, Experience and Formal/Professional Qualifications:

• A Degree from recognized University – Compulsory
• Technical qualification in Insurance (Certificate, Associate or Fellow from reputed Insurance Institutes)
• Minimum 5 – 7 years work experience in General Insurance claims, operations and/or underwriting with a thorugh knowledge / understanding of product coverage and wordings, warranties, conditions, exclusions
• Minimum of 3 years of Quality Assurance experience with proven track record