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.