COMPANY Takaful Ikhlas GENERAL Berhad JOB PURPOSE Responsible for overseeing and managing all operational aspects of the Kota Kinabalu branch to ensure efficient and effective service delivery. The HBO will lead and coordinate the branch team, optimize operational processes, enhance customer satisfaction, and drive strategic growth initiatives. This role demands strong leadership, operational expertise, and a commitment to maintaining high standards of compliance and risk management. The HBO will serve as the key point of contact for all branch-related activities, ensuring the branch meets its performance targets and aligns with the overall organizational goals. JOB DESCRIPTIONS Plan and Manage Daily Business Operations Activities: Ensure manpower arrangement is sufficient and optimized. Oversee the opening and closing of the branch daily. Keep all team members informed of any new operational circulars or updates related to the branches. Manage the disposal of documents/items appropriately. Check and balance the daily collection report. Confirm agent payments through Flas from dealers, franchises, and banks, ensuring payments via Interbank, M2U, and Branch are confirmed daily. Issue cover notes for banks (e.g., CIMB bank for motor daily) and non-motor certificates. Handle password reset requests, register in Redmine, and email to IT Department. Uplift CBC from agents daily. Monitor unconverted cover notes to avoid audit issues. Achieve 100% Branch Audit, Risk, OSH, and Compliance: Conduct self-audits regularly. Report any risk incidents. Propose improvements to job activities as required. Respond to any audit, compliance, or risk findings. Handle OSH matters at the branch. Improve Credit Control for Agency, Banca, Corporate, and Direct: Check and circulate the daily CBC report (Motor & NM) and the monthly CCM report to the sales team for collection. Ensure receipts are issued for agent payments via the front-end system (Flas/EMerimen) by finance, and for cash payments via counter, receipts are issued at the counter. Update the CCM collection and forward it to HQ monthly. Update HQ on collection status during Pre-CCM meetings, with the option for sales to join. Ensure TAT on refund endorsements is completed within 3 days and submitted to finance for refund payment. Monitor refunds to ensure completion within 3 weeks (check TAT expectations with finance department). Access, Prepare, and Seek Approval of Quotations, Certificates, and Endorsements: Handle quotations, certificates, and endorsements within branch limits for Agency, Banca, Corporate, and Direct. Approve quotations as required, following LOFA guidelines. Respond Promptly to Inquiries: Address complaints, queries, needs, and requirements from agents, banks, clients, and customers via emails, phone calls, etc. Participate in UAT for New Front-End System Implementation: Contribute to preparing script tests with IT/UW. Conduct testing and update the testing report. Branch Maintenance & Upkeep: Identify and rectify any defects. Update K2 for branch maintenance matters. Manage Payments for Sundry Items: Handle petty cash. Monitor utility deadlines and ensure timely payment. Process payments to vendors. Manage branch administration needs (e.g., paper, pens, toiletries, cards, etc.). Claims Administration: Receive claims submissions at the branch. Register claims in eMerimen Claims. Follow up with Claims on outstanding matters QUALIFICATION & EXPERIENCE Academic Degree in any discipline from reputable universities. Good communication skills. Good interpersonal skills. Persuasive and calm Experience Minimum five (5) years of working experience in the takaful/insurance industry or any field Show more Show less