Policy Service / New Business Maker | Quality Check - Checker

Position Summary

The Policy Service / New Business - Maker is responsible for the accurate and timely issuance of simple and complex non‑life insurance policies, primarily Motor, Fire, and other approved lines, in support of Distribution Channels transactions. The role works closely with Distribution and Underwriting, and queue facilitators to ensure issuance requests are completed within agreed turnaround times while complying with underwriting guidelines and company policies.

The Quality Check – Checker is responsible for the accurate checking, validation, and timely issuance of simple and complex non‑life insurance policies (including Motor - Fleet and Individual, Fire, and other approved lines) requested by the Distribution Channels (Head Office and/or Branch Office). The role works closely with Distribution, Makers (New Business, Policy Service, CFTA- Cross-Functional Task Assignment (Branch Office) and internal stakeholders to ensure policies are issued within agreed turnaround times, with high accuracy and compliance to company standards and regulatory requirements.

Key Result Areas focus on Financial Performance, Operational Excellence, Customer Centricity, and Learning & Growth, achieved through efficient queue management, high issuance accuracy, and continuous skills development. This position is critical in enabling revenue realization, sales target achievement, operational efficiency, and quality assurance across policy issuance operations.

Key Result Area (KRA):

Financial

• Supports revenue realization, cost efficiency, and overtime control (GAE Monitoring)

Operational Excellence

• Policy Issuance, and Productivity

Customer Centricity

• Distribution and Internal Stakeholder Support

Learning & Growth

• Quality, Compliance, and Capability Building

The Policy Service / New Business – Maker is essential in converting approved sales into accurately issued, compliant insurance policies, enabling timely revenue recognition and fulfillment of customer commitments.

By ensuring policies are issued correctly and within agreed turnaround times, the role directly supports sales targets, operational efficiency, and customer satisfaction. This position also serves as a critical control point that helps mitigate financial, compliance, and reputational risks arising from issuance errors or delays, thereby reinforcing the company's reliability and service excellence.

• Support achievement of Sales premium targets by ensuring accurate and on‑time issuance of approved insurance policies.
• Minimize policy rework, corrections, and reversals by maintaining issuance accuracy within prescribed error thresholds.
• Contribute to cost efficiency by maximizing regular working hours and reducing unnecessary overtime.
• Ensure that all issued policies are properly recorded to support correct premium recognition and reporting.
• Issue simple and complex non‑life insurance policies in accordance with approved terms, underwriting guidelines, and service level agreements.
• Process new business and policy service requests efficiently while meeting daily, weekly, and month‑end volume requirements.
• Maintain target productivity and process completion rates through effective workload and queue management.
• Escalate complex or exceptional cases promptly to ensure uninterrupted processing flow.
• Support the Distribution Channels by ensuring issuance requests are completed accurately and within committed timelines.
• Coordinate with Sales, underwriting, and other internal teams to resolve incomplete documentation, discrepancies, and clarifications.
• Provide timely updates on policy issuance status to improve predictability and Sales satisfaction.
• Ensure consistent service quality during peak and month‑end periods.
• Ensure compliance with company policies, underwriting standards, ISO guidelines, and internal quality requirements.
• Monitor assigned queues using Queue Status Monitoring Reports (QSMR) or equivalent tools to manage priorities and turnaround time.
• Prepare and submit issuance, monitoring, and transmittal reports accurately and on schedule.
• Participate in mandatory and recommended training programs to maintain and enhance technical, product, and process knowledge.
• Exercise maker/processor acceptance authority with sound judgment, accountability, and prudence.

Must-Have Qualifications

1. At least 2-3 years hands‑on experience in checking and/or issuance of non‑life insurance policies (Motor, Fire, or other non‑life lines) or similar role in life insurance companies.
2. With knowledge on the basic underwriting guidelines, and compliance requirements in policy issuance.
3. Working knowledge of non‑life insurance policy structures, endorsements, and documentation requirements.
4. Proven ability to process high transaction volumes with sustained accuracy and attention to detail.
5. Proficient in Microsoft Excel, Word, and basic reporting tools used for operational monitoring.
6. Bachelor's degree or equivalent vocational/college education in Business, Office Administration, or related fields.

Nice-to-Have Qualifications

1. Experience handling complex Motor or multi‑line accounts.
2. Prior experience working in a policy issuance, underwriting support, claims or operations function within insurance or financial services.