Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
References
Timeline
Generic
Richard Sukmawan

Richard Sukmawan

Cilandak,JK

Summary

Seasoned Life Insurance Operations professional with over 25 years of experience in optimizing efficiency and enhancing customer experience. Proven leader in implementing strategic initiatives and managing large teams to achieve sustainable performance in compliance with regulatory standards. Expertise in policy administration, workflow automation, and fostering cross-departmental collaboration

Overview

26
26
years of professional experience
1
1
Certification

Work History

Head of Group Employee Benefit Business Operations

PT Prudential Life Assurance
Jakarta
03.2023 - 07.2024
  • Served as Project Owner for the development and implementation of a new Group Policy Administration System (GPAS) to enhance the capability and quality of business processes and services, aligning with the evolving needs of customers and the sales force.
  • Successfully reduced Group Claims approval turnaround time from 12 days to 10 days.
  • Enhanced claims processing with Third Party Administrator (TPA) to ensure fair and accurate claims processing by preventing or detecting fraud, waste, and abuse.
  • Conduct thorough supervision of the annual budget utilization with the objective of achieving approximately 15% cost efficiency.
  • Successfully completed Lean Six Sigma Green Belt certification training.
  • Selected to participate in the Lead with Purpose Program conducted by GIFT (Global Institute for Tomorrow), to cultivate leadership values aligned with the company’s new core values.

Head of Policy Services & Premium Collection

PT Prudential Life Assurance
Jakarta
03.2018 - 02.2023
  • Led the development and implementation of new workflow technology to enhance business processes within Policy Services. The initial phase focused on developing the capability for fully end-to-end digital processing of Major Alteration transactions.
  • Collaborated with the Regional Office and other Local Business Units across Asia to develop self-service features on PULSE services by Prudential, enabling customers to submit transactions such as Minor Policy Alterations, Premium Fund Top-ups, Regular Premium Payments, Changes of Payment Mode, and access to Premium Transaction Reports.
  • Assigned to lead a feasibility study for Prudential Indonesia to establish a Financial Institution Pension Fund (DPLK) business.
  • Managed and sustained the performance of nearly 250 employees, both individually and in teamwork, through the challenging transition to remote work during the Covid-19 pandemic.
  • Participated in and supported the company’s project related to SEOJ.K05/2022 concerning the PAYDI product, ensuring that all Policy Services and Premium Collection activities comply with the regulation.
  • Appointed as Tribe Leader for the “Ops & IT Tribe” tasked with enhancing coordination and collaboration between Operations and IT teams to successfully execute initiative projects which also involves working closely with related functions such as Compliance, Product Development, Actuarial, Customer Management, etc.

Head of New Business & Premium Collection

PT Prudential Life Assurance
Jakarta
03.2011 - 02.2018
  • Selected to participate in the 5-month Executive Leadership Development Program organized by Prudential Indonesia in collaboration with Prasetiya Mulya Business School Jakarta. This program focuses on enhancing leadership skills, strategic thinking, and decision-making abilities among emerging leaders.
  • Contributed to the successful development and launch of PRUpaylink, an online payment portal service by Prudential Indonesia. This service offers customers a variety of payment options, including bank account transfers, credit cards, virtual accounts, e-commerce, and e-wallets. Additionally, it features a paperless auto-debit payment registration option.
  • Achieved the goal of increasing the auto-debit payment mode usage rate from approximately 20% to over 50% within three years, as part of efforts to enhance policy persistency levels.
  • Successfully developed and launched the Electronic Policy (e-Policy) feature to meet regulatory requirements mandating the immediate delivery of policy documents to customers upon issuance.
  • Appointed as Business Continuity Manager for the Operations team to ensure operational resilience by maintaining critical business functions during and after disruptions, safeguarding the company’s reputation and customer trust.
  • Developed and launched a streamlined Reinsurance Premium Reporting system in response to concerns from Group Internal Audit (GwIA) over the manual creation of reports involving large and complex data sets, which were prone to human error due to the lack of system support

Head of New Business & Underwriting

PT Prudential Life Assurance
Jakarta
05.2008 - 02.2011
  • Directed the transition to oversee the smooth implementation of the Back Office Transformation Initiative in the New Business & Underwriting area, which incorporates automated workflows, auto-decision systems, and paperless processes. Ensured the initiative was well-received and supported by affected employees to achieve the expected benefits promptly.
  • Honored with the Manager of the Year 2009 award at Prudential Indonesia’s Annual Employee Party, in recognition of exceptional leadership and consistently high performance throughout the year.
  • Selected to participate in the Prudential Management Development Program in Hong Kong, organized by the Regional Office, with participants representing selected employees from all Business Units under Prudential Corporation Asia.
  • Assigned to establish the Tele-Underwriting function to reduce long pending times and accelerate the risk selection approval process for specific condition criteria.
  • Successfully managed third-party vendors responsible for scanning, imaging, and document data capture in New Business & Underwriting function, ensuring consistent achievement of targets by establishing systematic performance evaluations and quality control mechanisms to optimize operational efficiency.

Head of Regional Service Center Office Karawaci

PT AIG LIFE
Tangerang
11.2006 - 04.2008
  • Oversaw operational functions including underwriting, policy management, premium billing and recording, customer service, and sales support across Tangerang, Banten, Bogor and Kalimantan regions.
  • Selected to participate in Accelerated Development Program organized by PT AIG Life Indonesia in collaboration with Daya Dimensi Indonesia (DDI).
  • Participated in a project to implement new technology for the policy issuance process by automating data entry using the V-Life system. Subsequently conducted system observations and performance assessments to ensure its readiness for rollout to other RSC offices.
  • Maintained up-to-date Standard Operating Procedures across all functions to meet performance standards, ensuring consistent implementation and compliance.

Head of Regional Service Center Office Bandung

PT AIG LIPPO
Bandung
03.2004 - 10.2006
  • Oversaw operational functions including underwriting, policy management, premium billing and recording, customer service, and sales support for West Java and Central Java regions.
  • Consolidating the services of sub-RSC office in Cirebon into Bandung office to promote more consistent and efficient operational performance.
  • Maintained up-to-date Standard Operating Procedures across all functions to meet performance standards, ensuring consistent implementation and compliance.

Deputy-Head Regional Service Center Office Kelapa Gading

PT AIG LIPPO
Jakarta
03.2002 - 02.2004
  • Oversaw operational functions including underwriting, policy management, premium billing and recording, customer service, and sales support for Jakarta-2 region.
  • Maintained up-to-date Standard Operating Procedures across all functions to meet performance standards, ensuring consistent implementation and compliance.

Staff Supervisor Regional Service Center Office Suryopranoto

PT AIG LIPPO
Jakarta
01.2000 - 02.2002
  • Recognized as the Best Supervisor of the Year 2002 for outstanding performance and achievements throughout the year.
  • Actively participated in the development and testing of a new premium recording technology using an Auto-Matching system, which enhanced overall efficiency by eliminating manual input, increasing productivity, and improving accuracy.
  • Ensure that all customer premium payments are consistently recorded accurately and on time, in compliance with applicable standard operating procedures.

Junior Staff Regional Service Center Office Suryopranoto

PT Lippo Life
Jakarta
09.1998 - 12.1999
  • Receive premium payments from customers visiting the RSC office and deposit them into the designated bank account.
  • Perform bank reconciliations for premiums received in the designated premium account.

Education

Bachelor - Accounting And Finance

Unika Atma Jaya - University
Jakarta
09-1998

Some College (No Degree) - A1 (IPA)

SMAN 82 - High School
Jakarta
06-1992

SMPN 13 - Junior High School
Jakarta
06-1989

SD BPSK - Elementary School
Jakarta
05-1986

Skills

  • Operations management
  • KPI tracking and performance monitoring
  • Customer focus
  • Coaching and mentoring
  • Team leadership and development
  • Workflow automation techniques
  • Policy administration

Certification

  • QCRO by LPSMK / 2022
  • AIRC, AIAA, ACS by LOMA / 2008
  • FLMI by LOMA / 2006
  • CPLHI by LOMA / 2005
  • ALMI by LOMA / 2004
  • AAAIJ by AAJI / 2003

Languages

Indonesian
First Language
English
Advanced (C1)
C1
Dutch
Beginner (A1)
A1

Affiliations

  • Culinary enthusiast
  • Regular physical activities include walking, swimming, and fitness
  • Watch documentary movie

References

References available upon request.

Timeline

Head of Group Employee Benefit Business Operations

PT Prudential Life Assurance
03.2023 - 07.2024

Head of Policy Services & Premium Collection

PT Prudential Life Assurance
03.2018 - 02.2023

Head of New Business & Premium Collection

PT Prudential Life Assurance
03.2011 - 02.2018

Head of New Business & Underwriting

PT Prudential Life Assurance
05.2008 - 02.2011

Head of Regional Service Center Office Karawaci

PT AIG LIFE
11.2006 - 04.2008

Head of Regional Service Center Office Bandung

PT AIG LIPPO
03.2004 - 10.2006

Deputy-Head Regional Service Center Office Kelapa Gading

PT AIG LIPPO
03.2002 - 02.2004

Staff Supervisor Regional Service Center Office Suryopranoto

PT AIG LIPPO
01.2000 - 02.2002

Junior Staff Regional Service Center Office Suryopranoto

PT Lippo Life
09.1998 - 12.1999

Bachelor - Accounting And Finance

Unika Atma Jaya - University

Some College (No Degree) - A1 (IPA)

SMAN 82 - High School

SMPN 13 - Junior High School

SD BPSK - Elementary School

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Richard Sukmawan