Job Description

Description

Primary Objective:

• Generate quality customer insight, manage information, identify trends to assist decision making. Apply business understanding and leverage analytics to support delivery of squad mission
• Lead the overall ideation and development of travel, personal accident, medical, home, fire insurance products and value propositions
• Own and refine the related customer journeys to ensure a seamless e2e customer experience both online and offline
• Develop and implement omni-channel strategies along the sales funnel, including driving awareness, acquiring customers, incentivizing purchases and driving renewals and advocacy
• Develop and run tactical initiatives when needed (e.g. new purchases, renewals, referrals)
• Build relationship and grow collaborative effort with Community Banking (Retail) to identify synergies from Product Development perspectives
• To ensure alignment of underwriting guidelines and authority empowered by Underwriting Circles.

Key Responsibilities:

Product Development

• Support the Squad Lead to plan tasks required for delivery of Quest
• Support identification and interpretation of data/ reports/ research results
• Ethnographic research to understand customer pain points
• Generate quality customer insight, manage information, identify trends to assist decision making
• Identify potential improvement areas (and prioritise) for better product/service acceptability via research and user-testing
• Apply business understanding and leverage analytics to support delivery of squad mission
• Recommend innovations and enhancements to customer journey and products by leveraging on data analysis
• Able to use data to identify opportunity areas and assess effectiveness of initiatives
• Understand customer personas, needs and pain points via Design Thinking
• Participate in product innovation brainstorm and follow through.
• Consolidate and prepare policy wording, proposal forms, product disclosure sheet and brochure as and when required.
• Consolidate proposed product specification, pricing and forecast production.
• Engage all relevant business / support teams (including IT) for inputs on all aspects of the product proposal
• Ensure the product design complies with policies, procedures, laws, controls and processes that have been introduced by RHBI, BNM and other regulatory bodies.
• Assists in reviewing description and assessment of risks with analysis and mitigation strategies i.e. strategic, credit, market, operational and insurance risks.
• Assist in Pre-launch preparation
• Provide inputs during post-implementation review analysis &
• Yearly product review and product harmonization exercise
• Monthly performance tracking (target vs actual)
• Provide product training to sales where necessary (NEW PRODUCT)
• Ensure product and operating manual guidelines are kept up-to-date and complete
• Participate in system enhancements, raise CRs and perform UAT where needed
• Coordinate with Marketing & CX CoE to plan for marketing activities and collaterals
• Design, manage & initiate specific sales campaigns to incentivize sales staff
• Prepare and submit necessary reporting (e.g. quarterly BNM reporting and Yearly PIDM reporting) \xe2\x80\x93 REMAIN IN UNDERWRITING
• Provide guidance, coaching and advisory to other Squad members on product developments
• Execute any other task/user stories assigned by Squad Lead
• In consultation with Underwriting Circles on matters relating to underwriting of new schemes, large risks, and specialized risks, where required.
• Prepare reports/presentations based on the analysis for external & internal communications
• Source and analyse data for the creation of baseline, future state costs, FTE, process maps and any other analysis required for mission
• Examine ways to better understand customer needs and potential improvement of team performance via data capture and analysis

Management of customer journeys by customer segments/ products

• Plotting and mapping of end to end customer journeys by products and segments
• Identify heat-maps within the journey and seek to rectify, improve and innovate
• Continuous improvement of journeys

Underwriting Operational Function

• Risk assessment/uw for cases exceeding branch/ business unit authority including assisting branch/business to seek for higher authority approval with deviation form
• Scrutiny renewal process including reviewing on rate, terms and condition for non Guarantee renewal policy (Remain in UW circle)
• Liaising with TPA and Finance for MCO fees (Remain in UW circle)
• To assess and confirmation of GHS and GPA CABCO-Co in (new/renewal/endorsement) (Remain in UW circle)
• Ownership of Third Party Administrative including renewal of TPA agreement (Remain in UW circle)
• To work out retention to RI department for risk exceeding company\xe2\x80\x99s retention (Remain in UW circle)

• To assist Section Head implement strategies to assist Agency and Banca Channel to boost the sales of A&H Products.
• To assist and support Section Head on necessary reporting compilation and to prepare slides presentation for all meetings including MOM update.
• To work closely with product team and UW team to review and initiate new and existing products.
• To assists section Head on technical UW guide review and implementation on PA.
• Assists UW assessment review and obtain approval from higher management (for special/referred cases exceeded UW circle)
• System Approval in Diamond & GIS authorization for referred cases from distribution channel/Branches.
• Assisting business distribution on Individual PA risk assessment review and approval (to ensure HDF/RF duly completed)
• Assist to prepare GPA quotations for distribution channel.
• To conduct product training where needed.
• To assist Section Head to work closely with Unit Heads in operation/reporting/IT system related matters.
• Assisting UW into monitoring and updating the whole project milestone, timeline and achievement on this to ensure to meet dateline.
• To work closely with IT business solution and project team in term of necessary system enhancement/product features and validation/system testing/ UAT and verification during deployment stage.
• To raise Quest/CR in Jira to IT on all system enhancement related.
• To work with OI team for Online Platform/White labelling project for PA product.
• Assisting A&H on all related Project Initiatives for Travel e-Card /Travel PA with Covid-19/Perlindungan Tenang PA/Travel Direct Online Platform channel.
• Perform product collaterals review (policy wording/PDS/proposal form/nominee form/Brochures Revamp/FAQs etc.)

Agile Ceremonies

• Participate in agile ceremonies

Requirements

Requirements:
Bachelor Degree - Min Degree Holder.

• Design Thinking capabilities to understand customer personas, needs and pain points
• Understanding of travel, personal accident, medical, home, fire insurance products and market landscape/ future trends
• Forward-thinking strategic mindset
• Highly organized and detail-oriented when necessary to execute strategies and initiatives
• Understanding of related regulatory and compliance guidelines
• Able to balance and consider risk levels in product development
• Well informed on the developments in the relevant domain
• Good understanding of key bank processes
• Business financials and planning knowledge
• Good problem solving and analytical skills
• Knowledge on analytical tools
• Good written communication skills

Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

RHB Bank