Policy Servicing Analyst

**Job Summary**:
**Purpose**

Coordinate, Install and deliver training regarding proposed policies, procedures, systems and forms in order to promote effective operations.

**Job Qualifications**:
Required: Diploma/Degree in any fields.
Preferred: At least 4 years experience in insurance industry and/or possess Diploma/Associate in Insurance/Actuarial examination. **Preferably someone with servicing experience.**

**Job Accountabilities**:
**Key Accountabilities**:

- Centralize information, following communication standards and workflows, monitor compliance and consistency, and establish quality control measures.
- Analyze existing forms and methods to promote effective operations through standardization, improvement, simplification, discontinuance or other methods.
- Install new systems and procedures, instruct personnel regarding them, and recommend installation of office equipment and business machines.
- Make, and implement, recommendations on improving workflow/processes.
- Perform both informal and formal training related to electronic documentation
- Facilitate teams meeting or exceeding departmental service and quality standards. Make recommendations on improving operational processes at the direction of the Operations Manager.
- Conduct unit training needs analysis and coordinate training curricula across the department.
- Manage the departmental production capacity plan and alter schedules to meet unforeseen conditions.
- Assist in preparing and monitoring the budget. - Maintain website communications.
- Coordinate the collection of departmental metrics within the established deadlines.
- Conduct research, analysis and interpretation on technical and operational issues.

**Business Accountabilities**:

- Provide general clerical services to internal customer groups and support staff in the processing of transactions to support the achievement of customer service standards.
- Monitor business processes in order to identify opportunities for improvement. - Access various systems to process data and analyze this to facilitate decision making.
- Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
- Document project plans, collate project performance data and highlight variances against plans to support the implementation of projects to time and quality standards.
- Provide appropriate data and basic analysis for monthly financial reporting to support financial decision making.
- Deploy a wide range of knowledge of business propositions and various servicing platforms, to enable the provision of a first class service internally and externally, and act as an informal resource for colleagues with less experience where appropriate.
- Resolve day-to-day operational issues referred from other functions of the business, ensuring an efficient and high-quality service is extended to all internal clients.
- Handle complex customer / distributor / broker complaints (e.g. due to tax, legal, regulatory issues), with focus on providing an understandable explanation.
- Handle complex customer / distributor / broker / colleague queries or service requests using technical knowledge to provide information and advice in order to deliver customer satisfaction in line with service standards.
- Monitor business processes in order to identify opportunities for improvement.
- Collect and record information in line with documented guidance and rules and prepare reports including commentary and an analysis of trends to facilitate decision-making.
- Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
- Carry out tasks, such as the preparation of documentation, to support the implementation of projects to time and quality standards.
- Monitor and take responsibility for resources/cash, within defined guidelines and procedures.
- Provide general clerical services to internal customer groups and support staff in the processing of transactions to support the achievement of customer service standards.

**You are the heart & soul of Zurich**
Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas. You can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive team.
People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran statu