DGI02 Insurance Company Operations - Singapore College of ...

5.6 Statutory meetings and their importance
the various statutory meetings and their importance
5.7 Agenda and notice of meetings
the purpose of notice of general meetings and the administrative requirements
imposed on the notice
the types of resolutions passed at general meetings
5.8 Company directors, secretary and auditors
the statutory requirements for directors of a company in terms of qualifications
and disqualification, vacation of office and removal, and remuneration
the roles and duties of company directors and the company secretary
5.9 Audit
the definition and purpose of an audit
the key stages of an audit
the features of a financial audit
the uses of internal and external auditors
the common types of auditor’s reports
Understand contact centre operations in relation to insurance organizations.
Chapter 6 Contact centre operations
6.1 Customer relationship management
6.2 Roles of contact centres
6.3 Structure and driving forces of contact centres
6.4 Contact centre infrastructure and technology
the infrastructure and technology of contact centres
6.5 Quality
the different ways of monitoring the performance of contact centres
6.6 Performance management
the basic functional components of performance management
the benefits of performance management
the key factors in building a successful performance management programme
6.7 Workload management, forecasting and staff schedule modelling
the various reports, formulas and staff scheduling models used in the
management of staff workload and capacity
6.8 People management
the importance of people management for contact centres
the evolving roles of the contact centre manager
6.9 Procedures and working guidelines
the good working practices and procedures at contact centres
Understand the role of underwriting in insurance company operations.
Chapter 7 Underwriting
7.1 Basic principles of underwriting
the purpose of insurance and how underwriting relates to the insurance business
the definition of underwriting
the importance of the underwriting function in an insurance company
7.2 The underwriting process
7.3 Underwriting policy consideration
the purpose of insurance applications and proposal forms, and the elements
contained in proposal forms
DGI02‐Updated as at 11 May 2011 4