Senior Officer, Partnership Management (Techcom Insurance)

## Job Purpose

- Support the implementation and day-to-day operation of assigned partnership activities to ensure business effectiveness, operational excellence, and a positive partner experience.

- Act as a coordinator between partners and internal stakeholders to ensure partnership programs, sales activities, and operational initiatives are executed on schedule and in compliance with established processes.

- Support the monitoring of partner performance, SLA adherence, and contribute to optimizing customer and partner journeys.

## Key Accountabilities (1)

1. Partner Management & Operations Support

- Serve as a coordination point with partners for daily operational activities as assigned.

- Monitor the progress of partner onboarding, activation, and partnership initiatives.

- Support the implementation of sales programs, business-driving campaigns, and partner activation activities.

- Coordinate with internal departments to address partner requests related to operations, products, and services.

- Monitor the fulfillment of operational commitments and SLAs with partners.

- Maintain positive and effective working relationships with partner operation teams.

2. Partner Performance Monitoring

- Track key business and operational metrics, including:

- Lead Volume

- Conversion Rate

- Productivity

- SLA Performance

- Activation Rate

- Customer Feedback

- Consolidate and update partner performance data for management reporting.

- Support data analysis and recommend solutions to improve partnership effectiveness.

- Monitor backlogs and the progress of partner-related requests.

- Support quality control of partnership implementation and customer journey management.

## Key Accountabilities (2)

3. Operational Support & Internal Coordination

- Collaborate with Product, Underwriting, Operations, Claims, Marketing, and IT teams during partnership implementation.

- Support the deployment of new products and services through partner channels.

- Monitor and assist in resolving operational issues or incidents affecting partners or customers.

- Support updates of partnership operation guidelines, SOPs, and related documentation.

- Participate in User Acceptance Testing (UAT) and implementation of process/system changes as assigned.

4. Operational Improvement

- Proactively propose process improvement ideas to enhance operational efficiency and partner collaboration.

- Support the implementation of automation, digitalization, and operational flow optimization initiatives related to partnerships.

- Contribute ideas to improve customer and partner experiences.

## Key Accountabilities (3)

5. Risk Management & Compliance

- Ensure partnership activities comply with internal procedures, SLAs, and company regulations.

- Proactively identify and report operational issues, errors, or risks related to partners.

- Ensure confidentiality and security of customer data and business information.

- Support the provision of information and documentation for audits, reviews, and internal inspections when required.

6. Other Responsibilities

- Perform other tasks assigned by Management.

## Key Relationships - Direct Manager

 
Director of Partnerships

## Key Relationships - Direct Reports

## Key Relationships - Internal Stakeholders
Relevant departments within and outside the Division

## Key Relationships - External Stakeholders
Partners, Customers, and other external stakeholders

## Success Profile - Qualification and Experiences

Education

- Bachelor's Degree or College Degree in Business Administration, Economics, Marketing, Finance, Insurance, or related disciplines.

- Preference will be given to candidates with training/certifications in:

- Customer Relationship Management (CRM)

- Sales Support

- Partnership Coordination

- Communication Skills

- Proficient in Microsoft Office and basic reporting tools.

- Experience using CRM systems or Partner Management Systems is preferred.

- English proficiency as per Company requirements.

Professional Experience

- Minimum 5 years of experience in:

- Partnership Support

- Account Management Support

- Sales Support

- Customer Relationship Management

- Experience working with corporate clients or business partners is an advantage.

- Experience monitoring business performance, KPIs, and partnership operations.

- Preference for candidates with experience in insurance, banking, financial services, or platform-based businesses.

- Ability to coordinate across multiple departments and manage several priorities simultaneously.

- Understanding of partnership operations and partner business support processes.

- Basic knowledge of customer journey management, sales funnel concepts, and partnership activation activities.

- Basic understanding of non-life insurance products or financial services is advantageous.

- Ability to monitor operational data and prepare management reports.

- Familiarity with CRM systems and data management tools.