Integrated Life Insurance System (ILIS) Qorus Reinvention Awards - MEA 2024 - Winner

Recognizing the challenges posed by outdated practices and the merging of three prominent public sector entities with differing management styles.

To rejuvenate our company, a dedicated team to meticulously analyze data management solutions, modernize operational systems, and foster a culture of continuous learning among our employees. This proactive approach allowed us to navigate regulatory shifts and address the complexities of our evolving market with agility and resilience.

MLI now leads the industry in delivering services that adhere to international standards, highly educated trained & well-developed staff, expanded market reach, substantial reductions in acquisition and operational costs. Our values of innovation, inclusivity, and excellence guide us as we set new benchmarks and inspire others to follow suit, MLI invites you to join us through-out the journey of evolution and success

A Significant strategic transformation plan was put to action in which MLI had started its development journey to beat the stagnation that had threatened its market position and maybe its existence. Though the journey was tough and was filled with roadblocks, MLI had managed to go through one of the biggest reforms in the public sector in the Egyptian market leading to a new structure, updated policies and procedures, fully integrated IT infrastructure and systems that better serves the clients and present the best tools for its sales force to increase dominance over the market and to better serve the clients. MLI had become the partner of choice for all major organizations such as: The Egyptian Post Office, National Bank of Egypt, Egypt Agriculture bank which has overall expanded the network of reach through our presence in their branches to over 500+ branch with the potential to reach 6,000 presence through these partnerships existing locations.

There were four transformation pillars considered to be our core stones through-out implementing our innovative strategy as follows: A. Renovating company’s mind set MLI, started developing a comprehensive strategic plan that outlines our company's vision, mission, and objectives, to be the roadmap and assistance for guidance to the organization and become the core stone of our workforce transformation.

MLI needs to transform our team's mindset by implementing several key strategies, we have embraced a culture where employees are integral decision-makers, actively involved in shaping the direction of our initiatives, by encouraging participation and valuing diverse perspectives, we harness the collective intelligence of our workforce to drive innovation and excellence.

Additionally, this comprehensive approach provides a clear direction and alignment towards our overarching goals. Through transparent communication, we ensure that every team member understands their role in achieving these objectives, fostering a sense of purpose and ownership.

B. Developing Human capital Back then there were three distinct mindsets, cantered on routine business processes and lacking innovation, along with management styles prioritizing individual career advancement over company benefits, posed challenges for us. However, our commitment to employee training and development has been pivotal in overcoming these obstacles. We crafted customized courses meticulously to bolster the skills and capabilities of our workforce, equipping them with the tools needed to thrive in their roles. By aligning employee development with organizational objectives, we ensure a highly motivated and engaged workforce. When employees feel supported in their professional growth, they are more inclined to surpass expectations and contribute to the company's success

C. Developing MLI Infrastructure To keep the wheel of transformation going further, and ensure achieving the company strategic objectives, MLI Joined its efforts and investments to update and develop its Infrastructure aligned with the modern technical standards as follows: Develop MLI Data centers and operating systems Develop servers and storage infrastructure and upgrading personal computers and laptops. Developing the infrastructure for internal and extended networks along with auxiliary systems to safeguard and monitor both the information network and the internet.

D. Developing MLI Technical systems An integrated plan for system implementation was put in place that accommodates current and future needs, the full plan is depicted in the below figure:(attached image for diagram in details) Integrated Operational Systems Implementation . Customer - Mobile application -Omni Channel -Web portal . Agent - Online application system (Integral point of sale - IPOS) .Operation - Integral Life policy admin system -Integral Group policy admin system -Integral product engine -Integral out-put management system (Print-Express) -Complaints and Service Requests . Collection -All digital payment methods -Over 90% of available payment channels . Agency management & services -Distribution management system (DMS) . Marketing - Marketing & Campaign Management .Front line services -Business process management -Customer relationship management .Client Self services -Single Customer View - Corporate 360 -Single Customer View - Retail 360