Assistant Manager - Digital Communication

The Great Eastern Life Assurance Company Limited; Singapore; On-site; SGD 55,000 - 95,000; Full time

Job summary

The Great Eastern Life Assurance Company Limited in Singapore seeks an Assistant Manager, Digital Communications to manage claims-related enquiries, appeals, complaints and escalations received through digital channels in line with company policies and MAS PDPA requirements.

As the primary touchpoint for claims-related communications, you will coordinate with Claims Operations and other units to deliver timely, accurate and empathetic responses to customers and financial representatives

Qualifications

• Diploma or Degree qualification required.
• 2–3 years of experience in insurance operations, claims servicing or customer service.
• Professional Certification in Insurance (e.g. M9, M5, CHI, BCP, PGI) is advantageous.
• Good understanding of insurance claims processes and customer servicing principles.

Responsibilities

• Support day-to-day management of claims-related enquiries, requests and escalations via email and digital channels.
• Ensure enquiries are handled accurately, timely and in line with service standards.
• Assist in resolving complex cases and drive follow-up to closure.
• Provide accurate guidance on claims processes, requirements, status and outcomes.
• Act as liaison between customers, financial representatives and Claims teams.
• Handle sensitive customer situations, complaints and service recovery cases with professionalism.
• Escalate cases requiring technical claims assessment to Claims teams.
• Support management reporting and escalation- summaries; coach and guide team members.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Stakeholder management

Attention to detail

Regulatory awareness

Education

Diploma or Degree qualification

Tools

CRM systems

Microsoft Office

Job description

The Assistant Manager, Digital Communications representative is responsible for ensuring claims-related enquiries, appeals, complaints and escalations received through digital channels are managed accurately, professionally and in accordance with company policies and regulatory requirements.

Acting as the primary customer and distribution touchpoint for claims-related communication, the role is accountable for delivering timely and effective resolution of enquiries, coordinating with Claims Operations and other business units, and ensuring customers and financial representatives receive clear, accurate and empathetic communication throughout the claims journey.

Key Responsibilities

• Support the day-to-day management of claims-related enquiries, requests and escalations received through email and digital channels.
• Ensure enquiries are handled accurately, timely and in accordance with service standards.
• Assist in resolving complex cases and drive effective follow-up to closure.
• Provide accurate guidance on claims processes, requirements, claim status and documented claim outcomes.
• Act as a liaison between customers, financial representatives and Claims teams to facilitate case resolution.
• Handle sensitive customer situations, complaints and service recovery cases with professionalism and empathy.
• Escalate cases requiring technical claims assessment to the relevant Claims teams.
• Support management reporting and preparation of escalation summaries where required. Coach and guide team members on claims servicing, customer communication and case handling.
• Support onboarding, training and knowledge-sharing activities.
• Assist the Manager in workforce planning, workload management and performance monitoring.
• Support continuous improvement initiatives to enhance customer experience, productivity and service quality.
• Participate in process reviews, system enhancements, UAT testing and ad-hoc departmental projects assigned by the manager.

Qualifications

• Possess a Diploma or Degree qualification.
• Have at least 2-3 years of experience in insurance operations, claims servicing and customer service. Candidates with Professional Certification in Insurance (i.e. M9, M5, CHI, BCP, PGI) will be an added advantage.
• Possess good understanding of insurance claims processes and customer servicing principles.
• Demonstrate strong analytical and problem-solving skills.
• Have excellent written and verbal communication skills.
• Possess strong customer management, complaint handling and stakeholder engagement skills.
• Are proficient in CRM systems, Microsoft Office applications and operational systems.
• Demonstrate attention to detail, accountability, sound judgement and a customer-centric mindset.
• Have working knowledge of relevant regulatory and compliance requirements, including MAS guidelines and PDPA.

Core Values

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

:SG-GE Changi

:Customer Services