-To insert a Zurich picture click on the "camera"-icon in the Zurich CI toolbar and follow the instructions. -To insert a picture from your personal files, click on the "Insert Picture from File" icon here on the right. Please make sure that this picture follows the Zurich core elements available on the "book"-icon in the Zurich CI toolbar. -To keep this neutral background, just leave it as it is. Note: this message will not be displayed in the presentation mode. INTERNAL USE ONLY Zurich Trainee Program – Life Operations 2015 Zurich Insurance (Hong Kong)

© Zurich Insurance Company Ltd INTERNAL USE ONLY Agenda  Zurich Insurance Group  Zurich Trainee Program – Life Operations –Overview of Program –Career Path –Life Operations –Training and Skills –Insurance Lifecycle and relevant result indicators –Requirements & Benefits –Recruitment Process  How to apply 2

© Zurich Insurance Company Ltd INTERNAL USE ONLY Zurich Insurance Group 3 Founded in 1872 A Fortune Global 500 company Headquartered in Zurich, Switzerland ~55,000 employees worldwide Serving customers in more than 170 countries Listed on SIX Swiss Exchange Business Operating Profit (BOP) USD 4.6 billion for 2014 Standard & Poor’s rating: AA- / Stable

© Zurich Insurance Company Ltd INTERNAL USE ONLY A Global Insurer Zurich Insurance Group 4

© Zurich Insurance Company Ltd INTERNAL USE ONLY Worldwide Presence Zurich Insurance Group 5 Europe APAC Middle East & Africa E.g. Germany, Italy, Spain, Switzerland & UK E.g. Australia, China, Hong Kong, Indonesia, Japan, Malaysia, New Zealand, Singapore & Taiwan E.g. Middle East, South Africa, Morocco & Turkey North America Latin America E.g. Argentina, Brazil, Chile, Mexico, Uruguay & Venezuela

© Zurich Insurance Company Ltd INTERNAL USE ONLY Zurich Insurance (Hong Kong) 6 Presence in Hong Kong since 1961 A top 10 life insurer in Hong Kong Offers a full range of life and general insurance solutions Our basic values 1.Excellence 2.Sustainable value creation 3.Teamwork 4.Integrity 5.Customer centricity

© Zurich Insurance Company Ltd INTERNAL USE ONLY Our Mission  To help our customers understand and protect themselves from risk Our Ambition  To be the best global insurer as measured by our customers, employees and shareholders Our Awards Zurich Insurance (Hong Kong) 7

© Zurich Insurance Company Ltd INTERNAL USE ONLY Objectives Zurich Trainee Program – Life Operations 8 The Zurich Trainee Program – Life Operations aims at: training and developing talented graduates with an interest to be Life Operations professionals equipping future customer service experts with skills and knowledge to develop their career with Zurich

© Zurich Insurance Company Ltd INTERNAL USE ONLY Overview Zurich Trainee Program - Life Operations 9  Starts in Aug 2015  Program duration: 2 years  Includes 4 to 6 participants  Targets graduates  Includes structured on-the-job training  Provides intensive classroom training  Develops Customer Service Experts

© Zurich Insurance Company Ltd INTERNAL USE ONLY Program Overview Zurich Trainee Program - Life Operations 10 First 3 months Corporate induction Rotate across various teams under Life Operations to familiar with the department and the business (including Underwriting, Claims, Policy Administration, etc.) Assigned mentor (Executive or Management) and one buddy during the program 4th to 12th months First assignment to Customer Care Team 13th to 24th months Second assignment to Relationship Management and Complaint Management respectively The schedule of first and second assignment could be swapped after 18th month After 24th months Trainees could decide to remain in Life Operations or other business units (subject to individual performance and organizational requirements)

© Zurich Insurance Company Ltd INTERNAL USE ONLY Career Path Zurich Trainee Program - Life Operations 11 Promotion or transfer to other business units (subject to individual performance and job openings) 24-month program across Life Operations and Customer Relations

© Zurich Insurance Company Ltd INTERNAL USE ONLY Life Operations Zurich Trainee Program - Life Operations 12 Life Operations Customer Relations Policy Data Management Relationship Management Customer Care Business Retention Complaint Management Customer Experience Operations UnderwritingClaims Policy Administration

© Zurich Insurance Company Ltd INTERNAL USE ONLY Training and Skills Zurich Trainee Program - Life Operations 13 Insurance Operations Knowledge Negotiation and Problem Solving Zurich Leadership Competencies Customer Service Skills Job relevant Technical Training Relationship Building Project Management

© Zurich Insurance Company Ltd INTERNAL USE ONLY Insurance lifecycle and relevant result indicators Zurich Trainee Program - Life Operations 14 Sales Underwriting - New Business Customer Relations Management Policy Administration Claims Sales volume, premium growth Loss ratio, underwriting expense ratio Call answer rate, Retention ratio, # of compliments & complaints, Net Promoter Score, Customer Satisfaction Index Service commitment, error rateClaim ratio, fraudulent claims

© Zurich Insurance Company Ltd INTERNAL USE ONLY Candidate Requirements Zurich Trainee Program - Life Operations 15 Graduate degree with major in business or insurance related studies Proficient in English, Cantonese & Mandarin Excellent interpersonal & communications skills PC knowledge e.g. Word, Excel, PPT & Prezi Innovation & transformation Legally eligible to work in the HKSAR High learning agility Positive thinking & strong customer centricity mindset

© Zurich Insurance Company Ltd INTERNAL USE ONLY Benefits Zurich Trainee Program - Life Operations 16 Benefits (MPF + medical plan) Regular performance bonus Permanent offer Annual leave Discount on insurance products Zurich Club, WIN Job rotation Mentoring & career planning Well being leave Examination incentive

© Zurich Insurance Company Ltd INTERNAL USE ONLY Recruitment Process Zurich Trainee Program - Life Operations 17 Application deadline - Middle of June Written test with first round interview – End of June Second round of interview – First two week of July Notify successful applicants – last week of July On Board – Aug Simple

© Zurich Insurance Company Ltd INTERNAL USE ONLY Global Recruitment Management System How to apply 18  Visit:  Submit your application through Global Recruitment Management System

© Zurich Insurance Company Ltd INTERNAL USE ONLY Global Recruitment Management System How to apply 19  Search for job by Basic Search / Advanced Search / Jobs Matching My Profile / All Jobs  Click on the blue job title of your preferred opening to read the job details Click here to apply

© Zurich Insurance Company Ltd INTERNAL USE ONLY Information Basic Profile Work Experience EducationDocumentsSummary Please check the Summary and click “Submit” to confirm your job application Global Recruitment Management System How to apply 20  You will go through 6 steps to review / update your GRMS profile  “Save and Continue” to go to next step Please indicate how you’ve heard about this job

© Zurich Insurance Company Ltd INTERNAL USE ONLY Global Recruitment Management System How to apply 21  You will see this page when you have completed your job application Click here to see all relevant details related to your draft and completed submission Click here to view all jobs Click here to view only jobs which match your profile

© Zurich Insurance Company Ltd INTERNAL USE ONLY Thank you Zurich Insurance (Hong Kong) 22