Assistant Vice President - Digital Platforms Service Management & Transformation

Great Eastern Sun; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

Great Eastern Sun is seeking a Team Lead for Digital Platforms Applications Service Management in Singapore. You will oversee end-to-end operational health, reliability, and performance of all digital platforms, bridging technology and business to deliver seamless user experiences across journeys for customers and advisors.

You will lead incident resolution, monitor SLAs, and collaborate with cross-functional teams to optimize platform performance while ensuring security and compliance across

Qualifications

• End-to-end operational health of digital platforms.
• Bridge technology and business to ensure seamless user experience.
• Ability to manage platform SLAs and incident resolution.

Responsibilities

• Own platform availability and performance against SLAs; act as primary escalation for major incidents and coordinate resolution.
• Monitor journeys to identify friction and support teams with training and tools.
• Oversee rollout of new features without disrupting BAU.
• Ensure high availability, reliability and performance across platforms.
• Lead incident response with timely resolution and stakeholder communication.
• Implement and maintain monitoring, alerting and health-check mechanisms.
• Perform impact assessment across platforms, products and services.
• Ensure security, data protection and regulatory compliance across environments.
• Support risk assessments and audits.

Job description

The Digital Platforms Application Service Management Team Lead is responsible for the end-to-end operational health, reliability, and performance of all digital platforms. This role bridges the gap between technology and business, ensuring a seamless user experience by managing platform SLAs, leading incident resolution, and collaborating cross-functionally to drive continuous platform optimization.

Key Responsibilities

• Own platform availability and performance against established SLAs. Act as primary escalation point for major incidents, coordinating swift technical resolution and root-cause analysis to prevent future downtime
• Continuously monitor customer and advisor journeys to identify and resolve technical friction points. Partner with customer support teams to provide training, and tools for resolving front-line user issues.
• Oversee the operational rollout of new features and releases without disrupting the BAU.
• Ensure high availability, reliability, and performance of application platforms.
• Lead response for incidents, ensuring timely resolution and stakeholder communication.
• Implement and maintain monitoring, alerting, and health-check mechanisms.
• Perform impact assessment across application platforms, products and services.
• Ensure solutions and services in all environments comply with security, data protection, and regulatory policies.
• Support risk assessments, internal and external regulatory / compliance / audits.
• Embrace digital innovation and are passionate about creating seamless customer and advisor experiences across platforms.
• Think strategically and can translate business objectives into actionable digital solutions.
• Collaborate effectively with cross-functional teams, bringing clarity and alignment to complex projects.
• Are data-driven, able to use insights to guide decisions and continuously improve performance.
• Adapt quickly in a fast-paced environment and thrive on solving challenges creatively.
• Champion governance and compliance, ensuring security and trust in every customer interaction.
• Have knowledge on:
• Mobile technology, IoT, app ecosystem and APIs
• Great Eastern's insurance processes, procedures, and policies
• Fundamentals of Business Analysis

Work Locations

SG-GE Centre