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\xe2\x80\x99s 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

RHB Bank