Job Description:

About the Job:

Responsible for ensuring adherence to Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements. This includes executing customer due diligence (KYC), conducting ongoing and enhanced due diligence, maintaining data quality, identifying and monitoring potential breaches/unusual activities, and escalating concerns to the Risk and Compliance Office. The role also focuses on achieving the highest degree of service delivery, ensuring efficient business processes, and enhancing customer experience through interdepartmental SLAs.

Responsibilities:

• Spearhead enhancements and innovation in processes and systems.
• Address cross-functional and interdepartmental process inefficiencies.
• Track and report on Telephone Efficiency to improve response time.
• Manage complaints, ensuring logging, tracking, and resolution within stipulated timelines.
• Track customer touch points, identify root causes, and implement improvements.
• Visit customers, intermediaries, and branches periodically to identify service issues and address gaps.
• Timely issuance of management reports related to customer touch points (Complaints, Service meetings, NPS/NES, processing TATs).
• Continuously improve processes by reviewing them periodically and automating routine processes.
• Maintain and update departmental processes manual (Level 1 to 5) including SOPs.
• Ensure compliance with DPA and AML business requirements.
• Ensure 100% compliance with existing business processing controls.

Requirements:

• Bachelor’s degree in the relevant field.
• Progressing to ACII Qualification.
• 5 years of experience in medical insurance underwriting and operations functions.
• Demonstrated interest in attaining professional insurance qualification.
• Good spoken and written communication skills.
• Strong analytical and reporting skills.
• Strong skills with Microsoft Office Package: Excel, PowerPoint, and Outlook.
• Personal Attributes: Good communication skills, Knowledge in medical risk assessment, Good people skills, Diplomacy and tact, Honesty and integrity, Good assessment and analytical skills, Ability to work with cross-functional teams, Ability to meet strict deadlines, Ability to interact at all levels.
• Competencies: Action Oriented, Business Insight, Cultivates Innovation, Decision Quality, Ensures Accountability, Manages Complexity, Nimble Learning, Optimizes Work Processes.