Transcript Zurich Trainee Program

Zurich Trainee Program – Life Operations
2015
Zurich Insurance (Hong Kong)
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Agenda
 Zurich Insurance Group
 Zurich Trainee Program – Life Operations
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– Overview of Program
– Career Path
– Life Operations
– Training and Skills
– Insurance Lifecycle and relevant result indicators
– Requirements & Benefits
– Recruitment Process
 How to apply
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Zurich Insurance Group
• Founded in 1872
• A Fortune Global 500 company
• Headquartered in Zurich, Switzerland
• ~55,000 employees worldwide
• Serving customers in more than 170 countries
• Listed on SIX Swiss Exchange
• Business Operating Profit (BOP) USD 4.6 billion for
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2014
• Standard & Poor’s rating: AA- / Stable
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Zurich Insurance Group
A Global Insurer
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Hong Kong
Zurich presence
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Partners
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Zurich Insurance Group
Worldwide Presence
E.g. Germany, Italy, Spain,
Switzerland & UK
Europe
APAC
North America
Middle East &
Africa
E.g. Australia, China, Hong
Kong, Indonesia, Japan,
Malaysia, New Zealand,
Singapore & Taiwan
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Latin America
E.g. Middle East, South
Africa, Morocco & Turkey
E.g. Argentina, Brazil, Chile,
Mexico, Uruguay &
Venezuela
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Zurich Insurance (Hong Kong)
• Presence in Hong Kong since 1961
• A top 10 life insurer in Hong Kong
• Offers a full range of life and general insurance solutions
• Our basic values
1. Excellence
2. Sustainable value creation
3. Teamwork
4. Integrity
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5. Customer centricity
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Zurich Insurance (Hong Kong)
Our Mission
 To help our customers understand and protect themselves from risk
Our Ambition
 To be the best global insurer as measured by our customers, employees
and shareholders
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Our Awards
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Zurich Trainee Program – Life Operations
Objectives
The Zurich Trainee Program – Life Operations aims at:
• training and developing talented graduates with an interest to be Life
Operations professionals
• equipping future customer service experts with skills and knowledge to
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develop their career with Zurich
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Zurich Trainee Program - Life Operations
Overview
 Starts in Aug 2015
 Program duration: 2 years
 Includes 4 to 6 participants
 Targets graduates
 Includes structured on-the-job training
 Provides intensive classroom training
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 Develops Customer Service Experts
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Zurich Trainee Program - Life Operations
Program Overview
First 3
months
• Corporate induction
• Rotate across various teams under Life Operations to familiar with the department and the business
(including Underwriting , Claims, Policy Administration, etc.)
• Assigned mentor (Executive or Management) and one buddy during the program
• First assignment to Customer Care Team
4th to 12th
months
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13th to 24th
months
After 24th
months
• Second assignment to Relationship Management and Complaint Management respectively
• The schedule of first and second assignment could be swapped after 18th month
• Trainees could decide to remain in Life Operations or other business units (subject to individual
performance and organizational requirements)
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Zurich Trainee Program - Life Operations
Career Path
24-month program
across Life Operations
and Customer
Relations
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Promotion or transfer to
other business units
(subject to individual
performance and job
openings)
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Zurich Trainee Program - Life Operations
Life Operations
Life Operations
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Customer Relations
Policy Data
Management
Relationship
Management
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Customer Care
Business
Retention
Complaint
Management
Operations
Customer
Experience
Underwriting
Claims
Policy
Administration
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Zurich Trainee Program - Life Operations
Training and Skills
Job relevant
Technical
Training
Zurich
Leadership
Competencies
Customer
Service Skills
Negotiation
and Problem
Solving
Insurance
Operations
Knowledge
Relationship
Building
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Project
Management
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Zurich Trainee Program - Life Operations
Insurance lifecycle and relevant result indicators
Sales
Underwriting
- New
Business
Customer
Relations
Management
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Policy
Administration
Claims
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Sales volume, premium growth
Loss ratio, underwriting expense
ratio
Call answer rate, Retention ratio, # of compliments & complaints,
Net Promoter Score, Customer Satisfaction Index
Service commitment, error rate
Claim ratio, fraudulent claims
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Zurich Trainee Program - Life Operations
Candidate Requirements
Graduate degree with major in business or
insurance related studies
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Proficient in
English,
Cantonese &
Mandarin
Excellent
interpersonal &
communications
skills
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PC knowledge
e.g. Word,
Excel, PPT &
Prezi
Innovation &
transformation
Legally eligible to work in the
HKSAR
High learning
agility
Positive thinking
& strong
customer
centricity
mindset
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Zurich Trainee Program - Life Operations
Benefits
Regular
performance
bonus
Examination
incentive
Well being
leave
Permanent
offer
Benefits
Annual leave
(MPF + medical plan)
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Mentoring &
career
planning
Discount on
insurance
products
Job rotation
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Zurich Club,
WIN
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Zurich Trainee Program - Life Operations
Recruitment Process
Simple
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Application
deadline - Middle
of June
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Written test with
first round
interview – End
of June
Second
round of
interview –
First two
week of
July
Notify
successful
applicants –
last week of
July
On
Board
– Aug
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How to apply
Global Recruitment Management System
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 Visit: www.zurich.com.hk
 Submit your application through Global Recruitment Management System
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How to apply
Global Recruitment Management System
 Search for job by Basic Search / Advanced Search / Jobs Matching My Profile /
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
All Jobs
Click on the blue job title of your preferred opening to read the job details
Click here to apply
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How to apply
Global Recruitment Management System
 You will go through 6 steps to review / update your GRMS profile
Information
Basic
Profile
Work
Experience
Education
Documents
Summary
 “Save and Continue” to go to next step
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Please check the
Summary and
click “Submit” to
confirm your job
application
Please indicate how
you’ve heard about
this job
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How to apply
Global Recruitment Management System
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 You will see this page when you have completed your job application
Click here to see all
relevant details
related to your draft
and completed
submission
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Click here to
view all jobs
Click here to view
only jobs which
match your profile
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Thank you
Zurich Insurance (Hong Kong)
www.zurich.com.hk
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