Job Description

Job Objective

Deputy/Backup Team Leader for all matters pertaining to operational governance, practice and execution in the team. Advocate of process & people management, operational excellence, metrics & management information, risk & compliance.

In-addition he/she will be required to investigate, evaluate, negotiate and settle assigned claims by collecting and analyzing data according to policy application and/or contract provisions. Determine whether to accept or deny a claim based on all documentation received. Typical claims include: liability and low complexity coverage issue disputes. This person is also required to attend inbound and outbound calls

Deliverables include:

  • Primarily focuses on operational needs such as technical knowledge, staff management and operational excellence deliverables.
  • First point of reference for all technical expertise and system related matters.
  • Manage work segregation process to ensure equality and balance.
  • Responsible for all reporting needs and 100% data accuracy.
  • Conducts huddles and is responsible for associated coordination with TQL & TL.
  • Deputize the team leader's responsibilities (when required).
  • Responsible for all escalations, investigations and complaint handling.
  • Significant involvement in engagement activities and events.
  • Actively explore process improvement opportunities.
  • To investigate, evaluate, negotiate and settle assigned claims by collecting and analyzing data according to policy application and/or contract provisions. Determine whether to accept or deny a claim based on all documentation received. Typical claims include: liability and low complexity coverage issue disputes

Duties and Responsibilities

Process & People Management

  • Specialist for all system knowledge, work processing and technical matters.
  • Utilizing acceptable investigation claims handling and settlement techniques that achieve cost effective and timely closure results by obtaining, reviewing and analyzing documentation, policy provisions and other records. May require additional contact with other parties (i.e. claimants, third parties such as repair centers, manufacturer etc.) as deemed necessary
  • Ensure proper follow up on cases to resolve outstanding issues and to ensure timely processing and closure of claim
  • Maintaining accurate system data and documentation by collecting, recording, analyzing, and summarizing information
  • Ensure that reserves are accurately updated in a timely manner
  • Providing timely service throughout the life of the claim by meeting all service level agreements, initiating timely contact to all appropriate parties, responding to incoming inquires according to company policies, following agreed internal and external processes, policies and procedures to ensure quality and service standards are met. This includes all forms of communications to internal and external parties
  • Cultivate sufficient communication and direction to ensure work is processed timely and efficiently. Use appropriate judgment in upward communication regarding department or employee concerns timely and effectively.
  • Ensure employees have appropriate training, system accesses and other resources to perform their jobs effectively.
  • Responsible for first level performance management (Verbal). Assess and implement relevant course assessment tools and coaching to address performance gaps.
  • Assist team leader with the staff development, analysis and implementation of staffing, scheduling and engagement activities.

Operational Excellence

  • Cultivate and demonstrate effective leadership qualities and ensure compliance, performance and risk is managed effectively. Lead others by creatively adopting new strategies and approaches that improves overall operations.
  • Continual evaluation of processes and responsible for suggesting methods to improve overall operations, efficiency and service to both internal and external customers.
  • Responsible for conducting regular analysis, trending and propose enhancement opportunities. Actively explore opportunities to improve business satisfaction and operational excellence.

Metrics & Management Information

  • Responsible for all reporting and metric needs of the process with 100% data accuracy.
  • Accountable for daily work segregation and issue management.

Risk & Compliance

  • Point-of-contact for Audit related matters pertaining to compliance infrastructure.
  • Responsible to ensure all Risk & Compliance matters including training and service delivery are adhered by the team at all times.
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Skills, Knowledge and Expertise

  • Proficient in workspace, time and stress management.
  • Proficient in computing and MS Office applications (Advanced).
  • Certified from Six Sigma Yellow Belt (YB) program (advantage)
  • Certified from Training Support Lead (TSL) program
  • Ability to prioritize and multi-task effectively in a fast-paced environment.
  • Ability to communicate information clearly and concisely both verbally and written.
  • Flexible with shift rotation and working arrangement policy.
  • Ability to network and form professional relationships across the organization.
  • Experience in the field of Customer Service and/or Contact Centers is an advantage
  • Singapore College of Insurance - Certified In General Insurance and/or Health Insurance and/or Professional Qualification in Malaysian Insurance Institute - Certificate of Insurance Practice/Diploma in Insurance/AMII/FMII or will need to sit in for certification in Singapore.
  • Ability to read & communicate in Mandarin (advantage)

Key Relationships

  • Report directly to the Team Leader with a Matrix reporting to Manager/Operations Manager / Director (where necessary).
  • Work independently with internal and external stakeholders with minimal supervision.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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