Year 2020 - CAPITALIZING ON PROFESSIONALS AND INSURTECH TO REACH GREATER HEIGHTS 善用專才與科技 保險中介創高峰

29 2019 年刊與 2020 展望 YEARBOOK 2019 & PROSPECT 2020 As business operations, distribution models, Technology Solutions and the risk landscape complexity continue to evolve. Equally is the need for people and skills to evolve alongside that will support it. While Insurance CIOs & CTOs confront fast-paced technological change and adaptation while maintaining outdated, in-house legacy IT systems. Similarly, Human Resource departments must work with Operational and Product leadership teams, together with employees, in transitioning from providing lower- to higher value-added services, organisation-wide. Beyond technology investment, Insurance businesses must proactively identify critical skills to support the future sustainability and competitiveness of the business. Recognising, the required expertise during transition, identifying training and education resources and redefining career paths with institutional T&D, amplifies the amount of retained corporate intelligence within the organisation. A modern Insurance Business sourcing the right talent The right skills and organisational structure. While technology is seen as a panacea by some, there’s so much more at stake as incumbents consider shifting from a physically dependent entity with traditional back-office admin and functions to a leaner and more agile customer focused organisation. As to the Professional Insurance practitioner’s future, how technology with skills enhancement support career enrichment opportunities: • Workforce elevation with complex and creative job functions: Technology will displace most industry repetitive functions. However, as the adoption continues, equilibrium will be found through the creation of more complex, imaginative and fulfilling job functions around customer engagement, user experiences together with process and product reengineering. • Highlighting quality communication: Emotional intelligence and empathy rule, listening skills, understanding customer needs and responding in a personal way. Supporting the creation of trust and effective collaboration with customers and colleagues. AI can’t replace empathy. So, insurance professionals will continue to have the edge here. • Growth and learning mindset: Mindset and learning agility have always been prerequisites when embarking on an Insurance career. Today’s rapidly shifting automation and Insurtech advances require professionals wishing to stay relevant, to commit to lifelong learning to ensure enriched and prolonged career success. Employees are encouraged to take ownership of growing their value to the organisation, embracing new technologies and operating models as an enabler for them to perfect their craft and customer engagement. • Blended workforce management: Leaders will have to learn to manage and integrate employees, third party contractors, automated processes together with access to quality and relevant data, to support daily product development and organisational planning that deliver high levels of customer satisfaction.