Pengaruh Knowledge Sharing dan Program Mentoring terhadap Peningkatan Kompetensi Teknis Underwriter Muda di PT X

Emylia Eka Kusumaningrum; Sitti Rakhman

Authors

Emylia Eka Kusumaningrum -, Indonesia
Sitti Rakhman

Keywords:

perusahaan asuransi umum, Kata kunci ; SDM ; Kompetensi SDM dimasa datang; Kehadiran teknologi AI, Manajemen Sumber Daya Manusia, Regulasi OJK

Abstract

Abstract

This research aims to analyze the impact of knowledge sharing activities and mentoring programs on enhancing the technical competence of young underwriters at PT X, while mitigating the risk of knowledge loss. The study employed a qualitative approach with a descriptive single case study design. Data collection was conducted through triangulation techniques, including in-depth interviews with 8 informants (4 young underwriters, 3 senior underwriters, and 1 division manager), participant observation, and documentation studies. Interactive qualitative data analysis followed the Miles and Huberman model, comprising data reduction, data display, and conclusion drawing. The results indicate that organic-horizontal knowledge sharing activities effectively accelerate the acquisition of explicit knowledge, particularly regarding premium tariff interpretations and policy clauses. Meanwhile, the formal mentoring program via a 12-month shadowing scheme serves as the most reliable instrument for transferring tacit knowledge, such as underwriting intuition in grey areas. The interactive synergy between both programs establishes institutional memory as an internal defense mechanism, significantly reducing document revision error rates and improving turnaround time efficiency, which ultimately contributes positively to controlling the company's loss ratio.

Keywords: knowledge sharing; mentoring program; technical competence; young underwriter; general insurance

Abstrak

Penelitian ini bertujuan untuk menganalisis pengaruh aktivitas knowledge sharing dan program mentoring terhadap peningkatan kompetensi teknis underwriter muda di PT X, sekaligus memitigasi risiko kebocoran pengetahuan (knowledge loss). Metode penelitian yang digunakan adalah pendekatan kualitatif dengan rancangan studi kasus tunggal deskriptif analisis. Pengumpulan data dilakukan melalui teknik triangulasi sumber yang meliputi wawancara mendalam terhadap 8 informan (4 underwriter muda, 3 underwriter senior, dan 1 manajer divisi), observasi partisipatif, serta studi dokumentasi. Analisis data kualitatif menggunakan model interaktif Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa aktivitas knowledge sharing organik-horizontal efektif mempercepat penguasaan pengetahuan eksplisit (explicit knowledge), khususnya terkait interpretasi tarif premi dan klausul polis. Sementara itu, program mentoring formal melalui metode shadowing selama 12 bulan menjadi instrumen paling andal untuk mentransfer pengetahuan implisit (tacit knowledge) berupa intuisi akseptasi risiko pada area abu-abu (grey area). Sinergi interaktif dari kedua program ini berhasil membentuk mekanisme institutional memory yang secara nyata menurunkan tingkat kesalahan (error rate) revisi berkas akseptasi dan meningkatkan efisiensi waktu pelayanan (turnaround time), yang pada akhirnya berkontribusi positif dalam mengendalikan rasio klaim (loss ratio) perusahaan.

Kata Kunci: knowledge sharing; program mentoring; kompetensi teknis; underwriter muda; asuransi umum

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