AVP, HNW Policy Management

Singlife; Singapore; On-site; SGD 45,000 - 67,000; Full time

Job summary

Singlife is seeking a dedicated Operations professional to deliver a consistent customer experience across the end-to-end High Net Worth journey, including onboarding, post-sale servicing and claims transactions.

The role acts as the primary Operations contact for brokers, case managers and internal stakeholders, requiring 3–5 years in insurance, knowledge of HNW products, and proficiency with AS400, FileNet, Dotsphere, BPM Workflow and Salesforce.

Qualifications

• Diploma / tertiary qualification in a relevant field.
• 3–5 years’ insurance experience, especially Middle Office or High Net Worth operations.
• Knowledge of High-Net-Worth products and processes.
• Strong service orientation and ability to multi-task.

Responsibilities

• Monitor TAT and SLAs, coordinating with Operations to ensure timely processing.
• Handle enquiries, appeals and case escalations to ensure a seamless client experience.
• Process post-sale servicing transactions and ensure timely case handling.
• Support onboarding journeys for High Net Worth new business, including policy issuance and follow-ups.
• Act as Operations point of contact for claims transactions and coordination.

Skills

Interpersonal & communication skills

Multi-tasking & organisation

Customer service orientation

Analytical thinking

Education

Diploma / Tertiary qualification

Tools

AS400

FileNet

Dotsphere

BPM Workflow

Salesforce

Job description

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers coantrol over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

Purpose

This role is to deliver consistent customer experience in accordance with the company’s service standards and quality objectives.

Serve as the key Operations contact for brokers, case managers and internal stakeholders across the end-to-end High Net Worth journey, covering onboarding, post-sale servicing and claims transactions.

Responsibilities

• Monitor TAT and ensure SLAs are met by coordinating with Operations teams to facilitate timely and effective processing, track case progress, and support the delivery of bespoke service standards.
• Manage enquiries, appeals, and case escalations by advocating for clients’ needs and driving the resolution of service issues to ensure a seamless customer experience.
• Process all post-sale servicing transactions and ensure cases are processed within the agreed TAT.
• Support High Net Worth new business onboarding journeys, including policy issuance and related operational follow-ups.
• Act as the Operations point of contact for claims transactions, providing administrative support and coordinating with relevant stakeholders to ensure timely follow-up and resolution.
• Provide operations-related training to internal stakeholders, case managers and Distribution partners.
• Identify process improvement, perform ad-hoc user acceptance testing / review test results and provide sign-off.
• Perform any other duties or projects assigned by the Manager.

Requirements

• Diploma / Tertiary qualification.
• Minimum 3-5 years’ relevant working experience in the insurance industry with Middle Office or High Net Worth operations experience.
• Knowledge in High-Net-Worth products and processes.
• Highly service-oriented, organised and able to multi-task.
• Good team player with strong interpersonal and communication skills (verbal, written and presentation).
• Knowledge in AS400 / FileNet / Dotsphere / BPM Workflow, Salesforce will be preferred.
• Good understanding of the regulatory aspects of High-Net-Worth products
• Good analytical, problem solving and decision-making skills.
• Meticulous and able to work independently.