Jiujiua Rasalato

• Compliance Assurance: Ensure strict adherence to Good Manufacturing Practices (GMP) by complying with government regulations, industry standards, and company policies.
• SOP Review and Approval: Review, approve, and update Standard Operating Procedures (SOPs) to ensure alignment with operational standards and company policies.
• Protocol Oversight: Review and approve operational protocols to maintain consistency and effectiveness in production processes.

• Support and Coordination: Assist and collaborate with other supervisors and managers to ensure smooth operational workflows and effective team coordination.
• Production Problem Resolution: Collaborate with Production Supervisors to address and resolve production-related issues promptly and efficiently.

This is the most specialized aspect of the job, making the individual the go-to expert for a specific type of solution.

• Act as Parametric Champion: Serve as the primary expert for parametric insurance solutions within the Fiji Branch, ensuring excellence in implementation and support.
  Note: Parametric insurance pays out based on a trigger event (e.g., a specific wind speed, rainfall amount, or earthquake magnitude) rather than the actual damage incurred, making it critical for regions prone to natural disasters like Fiji.
• Conduct Product Presentations: Lead and conduct workshops and presentations to effectively communicate product features and benefits to stakeholders and clients.

This involves actively contributing to the company's sales targets and managing key external relationships.

• Drive New Business: Collaborate with the Partnership team to achieve monthly targets by supporting new business initiatives and strategies.
• Support Banking Partners: Provide assistance to banking partners and their customers, facilitating smooth interactions and resolving issues related to Motor and House Insurance support.

The individual is responsible for providing high-level support to internal agents and ensuring customer policies are handled correctly.

• Assist Insurance Agents: Offer support to agents in managing their client portfolios, addressing policy-related questions, and providing expert guidance.
• Perform Customer Policy Reviews: Review and assess customer policies to ensure accuracy, compliance, and alignment with their needs.

This covers the essential, high-volume tasks required for the day-to-day running of the branch.

• Manage Policy Processing: Oversee the processing of both domestic and commercial insurance policies, ensuring accuracy and adherence to company standards.
• Process Refunds: Handle and process refund requests efficiently, ensuring timely resolution and customer satisfaction.

• Customer Service & Issue Resolution: Handling inquiries, resolving issues, and managing complaints effectively. This is the responsive aspect of the job.
• Account & Policy Management: Overseeing policy details, updates, changes, and ensuring compliance and accuracy.
• Claims and Policy Enquiries: Assisting with claims processing and providing clear, accurate policy information.
• Relationship Building: Fostering long-term customer relationships through proactive, personalized service.
• Internal Coordination & Compliance: Liaising with other teams (e.g., claims, underwriting) and adhering strictly to regulatory and company standards.

• Accurate Data Migration: Ensure the precise and timely migration of all customer and policy details, strictly adhering to established guidelines and schedules.
• Data Cleansing & Validation: Perform comprehensive data cleansing and updating tasks to maintain data integrity, utilizing Excel or other software for data manipulation and verification.
  Note: Includes reaching out to customers for additional information required for data completion.

• Customer Retention: Conduct proactive retention calls to customers to confirm timely payment of policy renewals, directly supporting company customer retention goals.

• Compliance & Risk Management: Uphold company integrity and minimize operational risk by strictly following all company procedures and protocols during the migration process.

• Handling Inquiries: Manage both inbound and outbound customer inquiries utilizing available contact center systems and programs.
• Service Excellence: Demonstrate excellence in customer service in all dealings with customers, adhering to company and client policies, procedures, and values.
• Complaint Resolution: Deal with customer complaints in a professional manner, following established company and client guidelines.

• Needs Identification: Proactively identify the customer's specific needs.
• Upselling/Personalized Service: Up sell additional products/services and offer personalized service in line with quality and training directives.

• Administrative Tasks: Complete administrative tasks relating to servicing and resolving customer requests in a focused and efficient manner.
• Queue Management: Maintain efficient control of queues (ensuring calls/requests are handled promptly).

• Handling Inquiries: Respond to customer questions related to ticket fares, sales, flight schedules, bookings, connecting flights, and airline policies.
• Assistance: Assist with flight changes and other travel-related issues.

• Complaint Management: Manage customer complaints and resolve issues in a timely and professional manner.
• Interaction Channels: Interact with customers via telephone, emails, and potentially other channels like live chat.

• Customer Onboarding: Deliver introductory information to new customers, ensuring a smooth and informative onboarding experience.
• Professional Attitude: Maintain a consistently positive, empathetic, and professional demeanor in all customer interactions, fostering a supportive and respectful environment.

• Support Excellence: Ensure exceptional customer satisfaction by delivering professional and effective customer support, thereby enhancing the overall customer experience.
• Customer Satisfaction Monitoring: Monitor and assess customer satisfaction with products or services, addressing any issues or concerns to maintain high satisfaction levels.

• Timely Response: Respond promptly to customer inquiries, ensuring that their needs and questions are addressed in a timely manner.
• Multichannel Communication: Engage with customers through various communication channels, providing seamless and effective support across all platforms.

• Office Operations: Ensure the efficient day-to-day management of office systems, premises, and equipment to support smooth operational flow.
• Office Supplies Management: Oversee the inventory and procurement of office supplies, ensuring adherence to the Delegation's policy and guidelines.

• Record Management: Create, maintain, and update both paper and digital records with accuracy and attention to detail.
• Document Distribution: Facilitate the internal and external distribution of documents and information, ensuring timely and effective communication.
• Document Processing: Accurately process documents related to goods and services, including receipts and payments, ensuring timely and precise handling of Office Operations and Administration Duties

• Office Operations: Ensure the efficient day-to-day management of office systems, premises, and equipment to support smooth operational flow.
• Office Supplies Management: Oversee the inventory and procurement of office supplies, ensuring adherence to the Delegation's policy and guidelines.

• Record Management: Create, maintain, and update both paper and digital records with accuracy and attention to detail.
• Document Distribution: Facilitate the internal and external distribution of documents and information, ensuring timely and effective communication.
• Document Processing: Accurately process documents related to goods and services, including receipts and payments, ensuring timely and precise handling.

• Management of Digital Materials: Facilitate the acquisition, preservation, arrangement, and description of born-digital materials to ensure their accessibility and long-term preservation.
• Heritage Research Files: Develop and maintain heritage research files that align with the department's business objectives and archival standards.

• Appraisal and Conservation: Evaluate archival materials to identify preservation and conservation needs, and implement best practices to address any issues and ensure the integrity of the materials.

• Database Maintenance: Regularly update and maintain the archival database to ensure accurate and current information is available for reference and retrieval.
• Support for Users: Provide assistance to staff, researchers, and interns seeking access to archival resources, ensuring they receive the support needed to conduct their research.

• Financial and Progress Monitoring: Oversee and update monthly financial reports and track project progress, ensuring accurate and timely communication to the Line Manager.
• Report Preparation: Assist the Line Manager in preparing comprehensive project reports, documenting progress, challenges, and outcomes.

• Expenditure and Contract Management: Monitor project expenditures and manage contracts/agreements with project partners and counterparts to ensure proper implementation and adherence to project guidelines

• Accuracy and Quality Assurance: Maintain high levels of accuracy in all archival work, ensuring meticulous attention to detail in document handling and data entry.
• Policy and Procedure Compliance: Adhere strictly to company policies and procedures, ensuring compliance in all aspects of archival work.

• Record Keeping: Maintain precise records of correspondence and work processed, ensuring comprehensive documentation and tracking of archival activities.

• Request and Query Management: Respond to all requests and queries in a timely and accurate manner, adhering to established Service Level Agreements (SLAs) and ensuring customer satisfaction.
• Workflow Management: Self-manage workload effectively, recognizing when additional assistance is required and seeking help promptly to ensure smooth operational flow.

• Training and Team Engagement: Actively participate in training sessions and team meetings, contributing to team development and staying updated on best practices and procedural changes.