Expert, Partnership Management (Techcom Insurance)

• 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.

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.

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.

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.

Director of Partnerships

Relevant departments within and outside the Division

Partners, Customers, and other external stakeholders

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.