LOMA logo

LOMA 335 — Operational Excellence in Financial Services

Course Type: Course Portal, Designation
Topics: Life Insurance, Operations & Administration
Designations: FLMI
Language: Chinese (simplified), Chinese (traditional), English


LOMA 335 presents financial services from the perspective of a company’s operations management. This course focuses on practical techniques to accomplish the everyday tasks of providing financial services as efficiently as possible.


  • Introduction to Operational Excellence for Insurance Companies
  • Aligning Performance with Corporate Initiatives
  • Leadership for Performance Excellence
  • Motivation and Teamwork for Organizational Success
  • Decisions and Approaches to Decision Making
  • Business Research in Financial Services
  • Decision Models and Payoff Tables
  • Quantitative Modeling for Financial Services
  • Descriptive and Inferential Statistics for Operations
  • Quality and Quality Management
  • Business Process Excellence in Financial Services
  • Managing for Excellence in Contact Centers
  • External Requirements for Operations
  • Project Management in Financial Services Companies
  • Define approaches companies use to improve operational efficiency, including automation and process improvements, offering desirable working conditions, providing job-relevant training and education, and using controls effectively.
  • Discuss the decision process and decision criteria that are appropriate in an environment of uncertainty, as well as different types of data distributions, such as a frequency distribution, normal, and non-normal distribution.
  • Explain the goals and activities of quality management, and describe how quality management achieves greater operational efficiency by establishing clear accountability and empowering employees.
  • Describe the importance of real-time managing in the inbound call center environment, and understand key performance indicators for contact centers, including call quality, first-contact resolution, forecast accuracy, and average call value.
  • Describe the insurance regulatory environment in the United States, and discuss the role of self-regulatory organizations (SROs) and professional organizations in defining regulatory standards.
  • Discuss how privacy regulations and regulatory requirements apply to financial service company operations, specifically accounting, financial reporting, auditing, and technology.

Course Format

Course Portals include the following elements:

  • All the assigned study materials needed for the course
  • Interactive Practice Questions and Sample Exams
  • Recommended study plans to help you set goals and manage your study schedule
  • Additional media and features to help in the study and review process

Exam Format

The LOMA 335 exam has 60 questions and a time limit of 2 hours. The exam is available in I*STAR, Prometric, and Paper exam formats.

Study Materials

Operational Excellence in Financial Services (LOMA, 2011)
ISBN 978-1-57974-378-9

Test Preparation Guide for LOMA 335 (LOMA, 2011)
ISBN 978-1-57974-379-6

Optional printed textbook (not included in bundled fee)

Operational Excellence in Financial Services (LOMA, 2011)
ISBN 978-1-57974-378-9
PBD Order # 335-10-11

How to Enroll

See the LOMA 335 video
LOMA 335 promo screen