Branch Operations Specialist (Ortigas)

Skills and Knowledge

Educational Qualifications\: Graduate of any 4-year Bachelor’s degree 

Relevant Experience\: Preferably with Life and/or General Insurance background

Personal Characteristics/Behaviors\:      

• Action oriented
• Customer focus
• Integrity and trust
• Attention to details
• Perseverance   

Other Requirements\: Computer literate, Microsoft Office

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.

Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.

AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.

AXA now offers a complete range of products for all its customers’ insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation\: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.

AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.

AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.

The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.

Branch Operations Specialist

• Job Purpose\: To provide operational services in the service centers in relation to inquiries for New Business and Aftersales transactions and requests, receipt of non-cash payments, issuance of policies for the Life and Non-life business of AXA Philippines, as well as ensuring that office facilities are properly kept. 
• Critical Accountabilities
  • Customer Centricity (New Business, Aftersales and Claims)         
    • Major Activities
      • • Provides assistance and resolution to client and distributor’s inquiry or request on product information, new business, after sales, and claims transactions at the frontline, via email and calls. Ensures requests and issues are resolved promptly and thoroughly.
        • Receives, facilitates, and processes documents. Evaluates and validates request and its supporting documents
        • Provides resolution to soft customer complaints. Endorses hard complaints to Service Recovery Unit (SRU)
        • Accepts and facilitates credit card payments
        • Conducts initial business conservation initiative for clients requesting for termination / surrender or withdrawal of policy
        • Safekeeping and releasing of policy contract and checks
        • Coordinates and communicates with concerned channels and other business units to address issues
        • Promotes and guides users in the navigation of AXA digital platforms i.e. Emma PH App and Web, MABi and AXASol
        • Receives and processes request for policy issuance, renewal, reinstatement, cancellation and spoilage for six (6) lines of business i.e. Motor, Property, Marine, Engineering, Personal Accident and Other Casualty
        • Underwrites New Business clean cases
        • Processes six (6) Non-life transactions i.e. Change of Name, Status, Signature, Beneficiary, Place of Birth; Collateral Assignmen
        • Printing and releasing of policy contracts
        • Issuance of Provisional Receipts
        • Processes Change of Method and Mode
    • Output
      • Achievement of KPI targets
      • All inquiries are effectively and promptly handled and logged in Branch Services core systems
      • Timely and accurate processing and issuance of Life and non-life applications and requests
      • Customer and Distributor satisfaction
      • Adoption and usage of Emma PH App and Web, MABi and AXASol
      • Accurate monitoring, inventory and release of policy contracts and checks
      • Educated customers the features and benefits of plans in policy conservation
      • Posted payment and settled POS Terminal
      • Prompt resolution for soft complaints and endorsement of hard complaints to SRU
      • Issued policies
      • Timely and accurate processing of policy changes
      • Customer and Distributor satisfaction
    •  Challenges and Risks
      • Dealing with irate customers
      • Managing customer and distributor expectations
      • Volume of transactions especially during cut-off periods
      • Mastery of processes
      • Technical Product knowledge
      • Reinforcing the standard and correct process to distributors
      • Erroneous processing may put Company at risk of paying for losses (Operational Risk)
      • Man hours lost due to erroneous processing
      • Reputational risk
      • Regulatory risk
      • Mastery of processes
      • Business risk
      • Volume of transaction 
  • Compliance
    • Major Activities
      • Ensures compliance to government requirements for annual renewal of business permits, fire insurance and coordinates with other departments to secure required documents
      • Ensures compliance to the agreed operational standards, PSP guidelines, AML, KYC, Risk Management, audit requirements, etc.     
    • Outputs
      • Compliance to local permits 
    • Challenges and Risks  
      •   Delay in submission of business permits due to dependency on other departments
  • Process improvement   
    •  Major Activities
      • May recommend improvements on how to address procedural errors, delays and efficiency of service
      • Conducts orientation to Distributors on new operational processes                          
  • ​​​​​​​Upkeep of Branch office facilities & Others          
    •    Major Activities
      • ​​​​​​​Ensures utility bills are paid on time.  Follows-up check payment  with Finance
      • Coordinates with the distribution channel on the repairs of office facilities and equipment
      •  Performs annual inventory of fixed assets
      •  Performs basic troubleshooting within the scope allowed and defined by I.T.
      • Provides assistance and support during Sales Activities  
    • Outputs
      • On-time payment of utility services   
    • Challenges and Risks  
      • Delay in processing of payment may lead to cut-off of utility services
  • Key Decisions/Dimensions
    • Decisions            
      • ​​​​​​​Routine decisions on daily transactions
      • Decisions on situational problems/cases in the branch that needs immediate attention
      • Recommends course of actions to address exceptions/deviations from the policy              
    • Quantifiable Data Related to Job
      • Revolving fund (Php 3k – 5k)
      • Safekeeping of check collections and payments
      • Accountable for security of office facilities, furniture and equipment

 ​​​​​​​​​​​​​​