CHEW HONG TING

Head of Group Credit Operation Team. Leading and overseeing end-to-end group credit applications and ensuring complete preparation of policies in line with the company's laid down policies.

NEW BUSINESS

• Oversee new business administration operations for the group credit department. My teams are responsible for the data entry of proposal forms received from Banca/Banker, the issuance of requirements, and the verification of requirements received.
• From time to time, revisit existing processes for streamlining and automation with bank partner RHB/ IT team, / Product team / underwriting team, / the actuarial team.

PENDER MANAGEMENT

• Monitored pender daily to ensure pending cases are well attended and resolved to speed up the issuance for APE
• Monitored and provided regular feedback to Third Party Provided (Dytan Health OnLine) on their service performance ( Monthly reports and quarterly meetings to ensure expectations and issues are addressed on time )

PREMIUM CONTROL

• Performed Bank reconciliation on the unmatched premium from finance, handle batches of payment defaults, short payments with bank partners, and work with the sales support team.
• Monitoring and housekeeping the premium suspend account to minimal.

POLICY SERVICING

• Monitored and ensured the policy servicing process, policy cancellation, policy surrender, assignment, reinstatement, and alteration/endorsement within the stipulated TAT.
• From time to time, revisit existing processes for streamlining and automation with bank partner RHB.

CUSTOMER SERVICING

• Monitored group credit mailbox ( groupCR@tokiomarinelife.com.my) ensure the emails are attended within SLA
• Internal inquiries and external inquiries attended on timely manners

SYSTEM

• Performed the BCP testing for the admin team on a yearly basis.
• I am currently in charge of e-invoices for group credit customer implementation. From discussion with various teams ( Finance, IT , bank partners , actuarial, product team, and compliance ) to ensure smooth implementation before 1st August.
• Handling ongoing project enhancement and improvement on document scanning ( EDMS ) , BPM ( Business Process Management ) Workflow , e-invoice , website customer portal ( New ) , external enhancement with RHB ( FLASH , CREST ) system on a straight-through process.
• Work closely with RPA ( Robotic Process Automation ) team to reduce manual and repetitive work. Example : issuance of policies, surrender data entry process, and monthly report generation to bank partners.

MANAGEMENT

• Recognized and determined trends in problem occurrence or workflow, referring upward for further investigation where appropriate.
• Continuously review and update or document administrative rules and processes for effective and efficient operations of the section.
• Strong engagement with the partnership distribution team to act as a liaison between underwriting and sales force to expedite the issuance.
• Reviewed the Standard Operating Procedure for all admin processes under my care.
• Monthly meeting with RHB operation team from drafting slides, hosting the session until minutes preparation.
• PIC to host and organize quarterly meetings with the RHB management team and TMLM Head of Department ( Joint Committee Meeting ) on all departmental operational issues.

• Handled the banking channel ( Standard chartered Bank , Alliance bank, UOB bank) obtained the necessary requirements and sufficient information for proposal underwriting and pending documents for issuance.
• Relieved teammate as and when required to ensure the service level is well maintained.
• Managed and handled inquiries and complaints on timely manners. From receiving to resolving the complaint, a better customer experience needed to smooth the communication process between the company and the customer.
• I kept the team updated with business process changes , supported the team, and listened to their issues.
• I served as Manager In-Charge for one month to strategize resource planning, case distribution, and reporting for the whole New Business, Underwriting, and Endorsement (NBEUW) sections, a mini-contest’ to boost energy and productivity for the team.
• Had the non-Jet underwriting skills to smooth the entire customer service experience. Had endorsement skills to assist during critical periods when team members were required.
• Appointed to handle the data cleansing project from providing scenarios of impact,gaps,analysis, and implementation.