Job Listing

PURPOSE

The Senior Manager, Group Proposition and Protection role plays a key contributor in promoting the integration of support services into insurance products to enable the company to provide comprehensive product propositions which go beyond paying out a claim. He/She will play a key role in the exploration, development and integration of support services which enhances the proposition of the company's insurance products.

 

He/She will also take a leading role in developing an ecosystem of support services to increase and accelerate customer value throughout the duration of the policy.

 

KEY ACCOUNTABILITIES

A. Support Service Ecosystem

- Provide support to formulate the strategy on the support service ecosystem

- Support the development of the service ecosystem framework and best practices

- Provide advice and implementation support to countries launching the support service ecosystem

- Understand customer/claimants/caregiver journeys and pain points, and explore relevant support services which enhances the company's product propositions to go beyond paying out a claim

- Identify service providers who could add value to the support service ecosystem and explore collaboration opportunities

- Collaborate with different parties in the development of support services including Group Health Management, Group Customer, Group Digital and countries etc.

- Maintain a landscape view of support services offered by other market players and assess how it compares with what’s available in the company.

 

B. Care Recovery Programme

- Be the overall gatekeeper for the service quality and performance of the company's Care Recovery Programme

- Monitor the activity of this programme through country counterparts

- Suggest improvements to countries on the company's Care Recovery Programme

- Act as the key contact point for the external business partners of the company's Care Recovery Programme

- Act as the key contact point for local business units for matters related to this programme and provide support in the launch and optimisation of this programme

- Support on any administration tasks regarding this programme

 

QUALIFICATIONS / EXPERIENCE

- Degree holder (graduates in health-related disciplines would be a strong advantage)

- Over 10 years of working on developing customer centric product propositions in the insurance industry

- Experience in healthcare would be an advantage

- Experience with customer loyalty programme would be an advantage

- Working experience in a regional office with proven track record of lead and delivering regional initiatives to countries would be an advantage

- Working experience in a multi-cultural environment would be an advantage

 

KNOWLEDGE & TECHNICAL SKILLS

- Strong customer-mindset and empathetic to the needs of customers/patients/carers

- Awareness of healthcare solutions

- Strong influencing & change management skills

- Excellent problem-solving skill, analytical and strategic mindset

- Strong commercial orientation and analytical skills

- Strong communications skills

- Highly Resourceful

- Strong organizational skills and ability to balance multiple priorities and conflicting deadlines

- Willingness to travel to countries for periods of time and work with country level working staff