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)

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.
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)

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.
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)

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.
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.

Senior Officer, Partnership Management (Techcom Insurance)