Premium Collection Manager

Responsible:

1. Special Projects and Process Improvement

• Design and implement automation (RPA / system enhancement) to reduce manual work, error rate, and turnaround time.
• Be able to initiate transformation of premium collection processes across all payment channels (digital, transfer, cheque, bank deduction).
• Partner with IT, PMO, and vendors to deliver transformation projects.
• Redesign collection and reconciliation processes with embedded controls and audit readiness.
• Establish standardized SOPs, control checkpoints, and escalation mechanisms.
• Ensure alignment with Group policies, OIC requirements, and internal audit expectations.

Premium Collection Operations Execution & Control

• Ensure end‑to‑end accuracy of premium collection processes for both new and renewal business, including AML screening, premium posting in the core system (AS400), and preparation of premium receipt reports for accounting.
• Review and validate premium collection transactions to confirm completeness, accuracy, and compliance with company policies, standard operating procedures, and regulatory requirements.
• Monitor and control each stage of the collection workflow to ensure disciplined execution, adherence to internal control standards, and timely identification and escalation of errors or exceptions.
• Coordinate closely with the Collection colleague and related team to maintain smooth daily operations, provide technical guidance on issue resolution, and ensure consistent process application across all cases.

* Payment Method coming from

• Digital Payment Method (Gen Pay)

• Transfer (Sale Channels, Call Center)

- Cheque / - Customer Walk-in

- Billing Notification Letter

• Bank Deduction (Renewal - Recurring Payment)

1. Premium Reconciliation and Control Management

• Reconcile premium collections, bank statements, and related charges to ensure accuracy, completeness, and timely closure.
• Review and validate reconciliation results in a checker capacity, ensuring compliance with internal control standards and audit requirements.
• Investigate, analyze, and resolve reconciliation discrepancies within defined SLA.
• Drive continuous improvement by identifying control gaps, streamlining reconciliation workflows, and supporting automation initiatives.

Refund Premium Collection to customers

• Execute the premium refund process by coordinating with banks and internal stakeholders, including POS and Accounting.
• Ensure timely and accurate updates of refund transactions in the premium reconciliation records for accounting purposes.
• Liaise with banks to resolve refund issues or delays promptly, ensuring smooth resolution and a positive customer experience.

Qualification:

• Bachelor’s degree in business administration, Finance and Accounting, or related fields
• Minimum 5 years of experience in premium collection, insurance operations, or financial transaction processing. Experience working with AS400 is preferable.
• Strong exposure to process transformation, automation, or operational excellence initiatives
• Solid understanding of end‑to‑end premium collection, reconciliation, accounting interface, and controls Stakeholder Management: Coordinate with other departments and external partners
• Strong ownership mindset with a proactive, “can-do” attitude and ability to drive results under pressure
• Good team player with service minded and self-development ability
• Attention to details and good communication skills
• Intermediate Level in English both written and spoken
• Proficient in Microsoft Office applications, particularly MS Excel (e.g., data analysis, reconciliation tracking), PowerPoint, and Word