Policy Benefits Assistant Manager

About the role

As the Policy Benefits Assistant Manager you will oversee daily operations of the Policy Benefits Section, ensuring efficient, accurate processes with a strong focus on customer service. You will drive timely delivery, monitor performance and support continuous improvement to align with Zurich’s vision of operational excellence.

Key responsibilities

• Lead and supervise benefits payment processes including surrender, maturity, withdrawal and cancellation of Life and Family Takaful.
• Verify and approve payment transactions within authority limits while maintaining compliance and quality standards.
• Handle enquiries and resolve complaints related to policy benefits promptly.
• Lead process‑improvement projects, automation and digitalisation initiatives.
• Conduct User Acceptance Testing for enhancements and ensure they meet business requirements.
• Prepare monthly statistical and ad‑hoc reports for management.
• Maintain and update SOPs and related documentation.
• Collaborate with IT, Finance and Customer Experience teams to implement enhancements.
• Monitor KPIs, service levels and tNPS, taking corrective actions as needed.

Required profile

• Degree with relevant experience.
• Minimum 5 years experience in the Insurance/Takaful industry.

Required skills

• Supervisory and analytical skills.
• Problem‑solving and strong communication (verbal and written).
• Ability to produce high‑quality work under pressure.
• Sound knowledge of processing and product concepts.
• Adaptability.