At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone. Sound like you Then read on. About the Role Responsible for providing after-sales support to policy-related administrative processes Roles and Responsibilities: Accomplishes staff performance in POS transactions by communicating job expectations, planning, monitoring, coordinating, enforcing POS procedures, and productivity standards. Display good leadership skills. Maintain quality service by enforcing quality and improving customers service standards analyzing and resolving customer service problems and maintain communication with all the departments on POS processing. To provide coaching to new staff on POS transactions. Attend to difficult requests/appeal cases/complaints from customers referred by sales channels, branches and ensure that these are resolved in a satisfactory manner. Check and approve payments and journal after processed by processor. Monitor team performance to ensure that the departmental benchmark of service delivery and efficiency are met. Liaise with other departments on new initiatives, system change, rectification & recovery. Monitor and introduce improvements to the work process. Participate in organisation-wide projects. Any other duties assigned by supervisor. Minimum Job Requirements: Diploma or Degree in any disciplines with at least 5 years relevant experiences in an Insurance industry. Competent verbal and written communication skills in English and Bahasa Malaysia. Ability to speak other languages will be an added advantage. Computer literate and well versed in MS Office. Able to work independently.