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 Together with Squad Lead , participate in overall ideation and development of individual Motor Owner products and value propositions Refine the individual Motor Owner\'s customer journey 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 (Auto Finance) to identify synergies from Product Development perspectives To support Journey Owner / Squad Lead / Tribe Lead in managing the daily operation of the underwriting unit. 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 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) 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 Activities To issue change request documents for system enhancement related to customer experience/end user. To assist business analysis in providing system enhancements / fixes requirement related to customer experience/end user. To review the system requirement specification documents before enhancements/ fixes been deploy for UAT related to customer experience/end user.. To prepare test script & execute UAT within the given timeline. To sign off enhancements / fixes for deployment. To test system enhancements / fixes after deployment. Attend enquiries / calls from CRC / BD staff on system issues related to customer experience/end user. Attend to DIAMOND - Pending Approval cases referred by CRC, BD staff. Assist superior on approval in the system within authority limit. To ensure all Master Policies issuance application from tribe as per RHBI Underwriting Guidelines within TAT period. To underwrite or compute premium for policy / endorsement, in accordance to PIAM and RHBI underwriting guidelines To process new ERDL application from tribe is within TAT period. To seek approval from Manager/HOD for Referred Risk cases above authority limit. To attend approval in EDMS pending approval within TAT period To ensure compliance of PIAM Guidelines and Bank Negara Guidelines relating to Motor Underwriting. To provide technical underwriting support to all other units when required. To act accordingly on any defect raised or new changes required for systems to be resolve or need enhancement on smoothen customer/end user experience. Portfolio Monitoring Report Any other duties and responsibilities assigned by the Team Lead from time to time. Agile Ceremonies Participate in agile ceremonies Requirements Requirements: - CMII Design Thinking capabilities to understand customer personas, needs and pain points Understanding of individual Motor Owner 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

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