Policy Servicing Manager (Policy Changes & Conservation)

Zurich Insurance
Kuala Lumpur
Workplace: OnsiteFull timeFunction: Environmental & SustainabilitySkills: ["Coaching","Quality assurance","Process improvement","Root cause analysis","Cross-functional collaboration"]

Oversee daily processing of Life and Family Takaful policy servicing requests, ensuring accurate and timely handling of policy changes, nominations/hibah/wasi, assignments, top-ups, transfers, and replacements. Lead quality assurance sampling, manage refund suspense items, resolve pending and exceptional cases, and drive continuous improvement through process optimization. Support governance and regulatory compliance (including AML/CFT), manage delegated approvals, and partner cross-functionally on UAT, digitalization, automation, and business transformation.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Zurich Insurance
Zurich Insurance
1 day ago

Policy Servicing Manager (Policy Changes & Conservation)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Oversee daily processing of Life and Family Takaful policy servicing requests, ensuring accurate and timely handling of policy changes, nominations/hibah/wasi, assignments, top-ups, transfers, and replacements. Lead quality assurance sampling, manage refund suspense items, resolve pending and exceptional cases, and drive continuous improvement through process optimization. Support governance and regulatory compliance (including AML/CFT), manage delegated approvals, and partner cross-functionally on UAT, digitalization, automation, and business transformation.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: Environmental & Sustainability
Seniority: Manager level

Key Responsibilities

  • •Supervise and coordinate day-to-day processing of policy servicing requests, ensuring compliance with procedures, service standards, regulatory requirements, and turnaround times.
  • •Oversee accurate processing of financial and non-financial changes, nominations/hibah/wasi, assignments/releases, top-ups, unit transfers, extended term and reduced paid-up changes, servicing agent changes, issuance of reprint contracts, and due diligence checking.
  • •Lead the replacement of policies/certificates (ROP/ROC) function and manage operational controls including product exemption/detection rules, commission restriction assessments, waiver appeals, and KRI/management reporting.
  • •Ensure proper and timely resolution of pending, aged, and exceptional cases, including escalation handling, refunds suspense management, and review/approval of transactions within delegated authority limits.
  • •Perform quality assurance sampling and compliance checks, identify root causes of operational errors, implement corrective and preventive actions, and support process optimization plus system enhancements and UAT.

Key Requirements

Skills:CoachingQuality assuranceProcess improvementRoot cause analysisCross-functional collaboration

Company Brief

Zurich Insurance
Zurich Insurance Group is a global insurance company offering a wide range of general insurance and life insurance products and services to individuals, small businesses and large corporations across multiple markets worldwide.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Zurich, Switzerland
Founded: 1872
Glassdoor
Glassdoor: 3.7
WebsiteLinkedIn