AVP, HNW Policy Management

Singlife; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Singlife in Singapore is seeking an experienced operations professional to deliver consistent customer experience for High Net Worth journeys, covering onboarding, post-sale servicing and claims.

You will coordinate with brokers, case managers and internal stakeholders, monitor SLA/TAT, handle enquiries and escalations, and support policy issuance and operational follow-ups. Diploma holder with 3–5 years in insurance operations preferred.

Qualifications

• Diploma / tertiary qualification.
• 3–5 years’ relevant experience in the insurance industry with Middle Office or High Net Worth operations.
• 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.
• Knowledge in AS400 / FileNet / Dotsphere / BPMWorkflow, 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.

Responsibilities

• Monitor TAT and ensure SLAs are met by coordinating with Operations teams to facilitate timely and effective processing.
• Manage enquiries, appeals, and case escalations by advocating for clients’ needs and driving resolution.
• Process all post-sale servicing transactions and ensure cases are processed within the agreed TAT.
• Support High Net Worth onboarding journeys, including policy issuance and related follow-ups.
• Act as the Operations point of contact for claims transactions, coordinating with stakeholders for timely resolution.
• Provide operations-related training to internal stakeholders, case managers and distribution partners.
• Identify process improvement and perform ad-hoc user acceptance testing / review results.
• Perform any other duties or projects assigned by the Manager.

Skills

Interpersonal skills

Communication skills

Multitasking

Team player

Education

Diploma / tertiary qualification

Tools

AS400

FileNet

Dotsphere

BPMWorkflow

Salesforce

Job description

Singlife is a leading homegrown financial servicescompany, offering consumers a better way to financial freedom. Throughinnovative, technology-enabled solutions and a wide range of products andservices, Singlife provides consumers coantrol over their financial wellbeingat every stage of their lives.

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

Singlife is the exclusive insurance provider for theMinistry of Defence, Ministry of Home Affairs and Public Officers GroupInsurance Scheme. Singlife is also an official signatory of the United NationsPrinciples for Sustainable Insurance and the United Nations-supportedPrinciples for Responsible Investment, affirming its commitment to finding abetter way to sustainability.

The merger of Aviva Singapore and Singlife was announcedin September 2020 and created one of the largest homegrown financial servicescompanies in Singapore in a deal valued at S$3.2 billion. It was the largestinsurance deal in Singapore at the time. Singlife was subsequently acquired bySumitomo Life in March 2024, one of Japan’s leading life insurers, which valuedSinglife at S$4.6 billion, making the transaction one of the largest insurancedeals in Southeast Asia.

Purpose:

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

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

Responsibilities:

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

Requirements:

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