The Team Leader, Operations Support - Alternative Channels will oversee and optimize the operational management of Alternative Distribution Channels by ensuring efficient onboarding of partners and sales teams, monitoring performance, administering commissions, driving operational excellence, ensuring compliance and leading continuous process improvements. The role will also provide market intelligence to support the growth, scalability and effectiveness of the Company’s alternative distribution strategy.
Key Responsibilities
- Manage the day-to-day operational activities supporting Alternative Distribution Channels.
- Coordinate operational processes with Underwriting, Claims, Finance, ICT, Compliance and other internal departments to ensure efficient service delivery.
- Lead the onboarding process for partners and sales teams including due diligence, documentation, compliance verification and system setup.
- Monitor partner and sales force performance against agreed Key Performance Indicators including production, case count, premium income, persistency, productivity and manpower metrics.
- Prepare weekly, monthly, quarterly and ad hoc management reports on operational and business performance.
- Manage commission computation, reconciliation and payment processes to ensure accuracy and timely settlement.
- Administer commission structures and incentive schemes while recommending enhancements to improve productivity.
- Identify operational inefficiencies and recommend process improvements, workflow automation and system enhancements.
- Ensure compliance with regulatory requirements, internal policies and operational standards.
- Maintain accurate partner contracts, operational records and documentation.
- Coordinate and support internal and external audits relating to Alternative Channels.
- Conduct market research to identify potential partnership opportunities and emerging distribution models.
- Analyse competitor activities, market trends and customer behaviour to provide actionable business insights.
- Prepare market intelligence reports to support strategic planning and business growth.
- Support implementation of strategic initiatives aimed at expanding Alternative Distribution Channels.
- Perform any other duties assigned by the Head of Alternative Channels.
Qualifications and Experience
- Bachelor’s degree in Business Administration, Economics, Statistics, Actuarial Science, Finance, Insurance, or a related field.
- Professional insurance qualification such as LOMA, AIIK or ACII will be an added advantage.
- Proficiency in Microsoft Office applications, particularly Excel.
- Knowledge of Power BI, SQL or other business intelligence tools is desirable.
- Minimum of seven (7) years' experience in insurance or financial services.
- At least three (3) years’ experience in a supervisory or management role.
- Experience in Retail Life Insurance distribution and Alternative Distribution Channels.
- Experience managing Insurance intermediaries networks and operational processes.
- Experience in commission administration, financial reconciliation, and performance reporting.
Competencies
- Strong understanding of insurance operations and retail life insurance products.
- Knowledge of Alternative Distribution Channels and partnership management.
- Knowledge of commission administration and incentive management.
- Financial analysis and reconciliation skills.
- Advanced data analysis and reporting.
- Market research and business intelligence.
- Knowledge of insurance regulatory and compliance requirements.
- Process improvement and operational excellence.
- Project coordination and implementation.
- Strong stakeholder relationship management.
