MIRNA DAMAYANTI
Chief Of Operations Officer
Jakarta Selatan
Summary
As a Certified Life Insurance professional with dual credentials in Actuarial Science and membership in the AAMAI national insurance association, I possess a comprehensive and nuanced understanding of the life insurance sector. My expertise spans strategic planning, detailed underwriting, and claims management, ensuring robust customer care services. I am proficient in managing contact centers, enhancing customer retention strategies, and overseeing customer protection units. I excel in implementing operational automations and driving innovations that streamline processes and improve service delivery. My role also involves product development and fostering sustainable relationships with key stakeholders, including banks, reinsurers, brokers, providers, TPAs, and other distribution partners, ensuring a collaborative approach to distribution and service excellence. Knowledgeable Operations expert with robust background in operations management and strategic planning. Successfully led cross-functional teams to streamline processes and enhance operational efficiency. Demonstrated expertise in resource allocation and risk management.
Overview
28
28
years of professional experience
1985
1985
years of post-secondary education
17
17
Certifications
2
2
Languages
Work History
Chief of Operations (COO)
PT AXA MANDIRI FINANCIAL SERVICES
Jakarta, Jakarta
09.2024 - Current
- As the Chief Operating Officer in the insurance industry, I am responsible for strategic oversight and operational management that are essential for driving our company's growth and ensuring seamless operations
- My role includes managing underwriting and claims processes, where I balance risk and profitability while striving to maintain high levels of customer satisfaction
- I ensure that claims are processed with integrity and efficiency, directly influencing customer trust
- In overseeing after-sales transactions and customer care, I focus on enhancing customer relationships through strategic management of service teams, making sure that every interaction strengthens customer retention and satisfaction
- I also handle customer complaints, turning challenges into opportunities for service improvement and maintaining transparency and fairness in all dealings
- Additionally, I drive operational excellence and foster innovation within our company
- I ensure compliance with all regulatory standards, which safeguards our company’s reputation and operations
- My commitment to innovation encourages the development of new solutions that cater to evolving customer needs and market demands, positioning us as a leader in a competitive environment
- In this role, I am not just managing day-to-day operations but also steering our company towards future growth and resilience, all while keeping a strong focus on customer satisfaction and operational integrity
Head of Operations (HOO)
PT AXA MANDIRI FINANCIAL SERVICES
04.2020 - 09.2024
- In charge in leading the whole operations team from New Business, Underwriting, Premium Collection, Customer Retention, Policy Owner Services, Claim with the total staffs 140 employees
- Running day to day transaction to serve all AXA Mandiri customers
- The main focus are providing excellent process and services and supporting Business and Distribution achieving company target while at the same time ensuring the business are good quality business with risk being mitigated well
- Work well with Bank Partner, Operation Vendors and Third Party Administration, Reinsurance company domestic and Global, and all stakeholder in Insurance business
- Appointed as Customer Complaint Committee member, Claim committee Member, Health Committee and Persistency Task Force Committee, and other committees, I am also actively being involved in product development process automation project as well as executive member forum in building more strategic action plan
Head of Individual Operations – Vice President
PT ASURANSI ASTRA AVIVA LIFE
04.2015 - 04.2020
- Heading and managing the whole team of Operations team and distributions support to all channels including Document Management, New Business and Underwriting, Auto UW System, Third Party Administrations, Policy Member and Maintenance, Distributions Support and Claims/Investigations
- Leading the innovation strategy in supporting the business such as building automation underwriting, paperless submission, customer portal, maintaining relationship with partners including banks, third party, Reinsurance
- Creating strategic campaign and straight through processing to provide ease of doing business for channels and clients
- Established and monitoring governance of prudent process to ensure risk and fraud are mitigated well
Project Manager of Syariah Business
PT ASURANSI ASTRA AVIVA LIFE
04.2015 - 04.2020
- Leading the project to set up Syariah Business end to end from the licensing, system development, product development, channel supporting and consulting with OJK for licensing approval, Majelis Ulama Indonesia as well as Dewan Syariah Nasional for Dewan Pengawas Syariah recommendations
Head of Employee Benefits and Pension Operations – Vice President
PT ASURANSI AIA FINANCIAL
04.2011 - 03.2015
- Heading the whole team of Employee Benefits including Underwriting, System, Claims, Policy Member and Maintenance, Customer Service and Call Center, Finance Administration and Client Relations of Employee Benefits and Pension Operations
Underwriter Manager, Portfolio Analyst, and Operation Manager
CHARTIS INSURANCE, SINGAPORE
08.2005 - 03.2011
- Responsible for managing campaign and product development and training to telemarketer, monitoring producer performance in term of production and loss ratio, led the project of building shared service of operation process shifting from Singapore office to KL
Underwriter for Group and Individual PA and Health Division
PT ASURANSI AIU INDONESIA
02.2004 - 08.2005
- Responsible for developing a product and underwriting guideline as well as daily transaction of underwriting assessment
- Dealing with partner and reinsurance in launching product package
Head of Group and Proposal Underwriter
PT ASURANSI MANULIFE INDONESIA
02.2001 - 01.2004
- Responsible for ensuring daily transaction of issuing group business quotation for clients, developing a product, liaise with sales in meeting with clients to ensure the quotation provided are in line with client’s profile and request
- Producing guidelines & training material for salesforce and client relations in term of underwriting & making sure that all underwriting assessment are done adequately to achieve company's goals in productions as well as profitability
Actuarial team
PT ASURANSI PRINCIPAL INDONESIA
01.1997 - 01.2001
- In charge in developing products, performing all pricing & compensation calculation to ensure that products were mathematically sound
- Assisted Chief Actuary in preparing financial projections & then shifted the role when being appointed as head of group admin and client relations
Education
Junior High School -
SMP Negeri 49
Senior High School - undefined
SMA Negeri 8
University of Indonesia - Actuary
University of Indonesia
Master of Business Innovation - undefined
Monash University
Skills
- Team Leadership
- Insurance Process Knowledge
- Process Automation
- Operational Risk Management
- Communication Skills
- Networking Skills
Certification
AXA woman talented leader mentoring session, 02/01/22
Affiliations
- Member of AAJI COO Forum
- Member of Asosiasi Ahli Manajemen Asuransi (AAMAI)
- Member of Persatuan Aktuaris Indonesia (PAI)
- Alumni Lembaga Sertifikasi Profesi Manajemen Risiko
- Member of AAJI Underwriting and Claim Forum
Personal Information
- Number of Children: 1
- Date of Birth: 01/14/73
- Marital Status: Married
Accomplishments
- Achieved various projects by completing each one of it with accuracy and efficiency.
- Collaborated with team of above 100 in the development of SEOJK projects and others.
- Resolved many product issue through consumer testing.
- Supervised team of 330 staff members.
Timeline
Chief of Operations (COO)
PT AXA MANDIRI FINANCIAL SERVICES
09.2024 - Current
Head of Operations (HOO)
PT AXA MANDIRI FINANCIAL SERVICES
04.2020 - 09.2024
Head of Individual Operations – Vice President
PT ASURANSI ASTRA AVIVA LIFE
04.2015 - 04.2020
Project Manager of Syariah Business
PT ASURANSI ASTRA AVIVA LIFE
04.2015 - 04.2020
Head of Employee Benefits and Pension Operations – Vice President
PT ASURANSI AIA FINANCIAL
04.2011 - 03.2015
Underwriter Manager, Portfolio Analyst, and Operation Manager
CHARTIS INSURANCE, SINGAPORE
08.2005 - 03.2011
Underwriter for Group and Individual PA and Health Division
PT ASURANSI AIU INDONESIA
02.2004 - 08.2005
Head of Group and Proposal Underwriter
PT ASURANSI MANULIFE INDONESIA
02.2001 - 01.2004
Actuarial team
PT ASURANSI PRINCIPAL INDONESIA
01.1997 - 01.2001
Senior High School - undefined
SMA Negeri 8
University of Indonesia - Actuary
University of Indonesia
Master of Business Innovation - undefined
Monash University
Junior High School -
SMP Negeri 49
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