AVP, Policy Management

Singlife Group; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Singlife in Singapore is seeking an experienced Operations professional to serve as the primary contact for brokers, case managers and internal stakeholders across onboarding, post-sale servicing and claims transactions. You will monitor TAT, ensure SLAs are met, handle enquiries and escalations, and support high net worth onboarding journeys with meticulous care and strong interpersonal skills.

Knowledge of AS400/FileNet/Salesforce is preferred; a diploma or higher and 3–5 years in insurance

Qualifications

• Diploma or equivalent qualification required.
• 3–5 years of relevant experience in insurance operations, with Middle Office or High Net Worth exposure.
• Strong service orientation and ability to multi-task in a fast-paced environment.
• Excellent interpersonal and communication skills (verbal, written and presentation).
• Knowledge of AS400/FileNet/Dotsphere/BPMWorkflow and Salesforce preferred.

Responsibilities

• Monitor turnaround times (TAT) and ensure SLAs are met by coordinating with Operations teams.
• Handle enquiries, appeals and case escalations, advocating for clients’ needs and driving resolutions to ensure a seamless customer experience.
• Process post-sale servicing transactions and ensure cases are processed within 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 and provide administrative support.

Skills

Interpersonal & communication skills

Team player

Analytical thinking

Attention to detail

Multi-tasking

Independent worker

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 by coordinating with Operations teams to facilitate timely and effectiveprocessing, track case progress, and support the delivery of bespoke servicestandards.
• Manage enquiries, appeals, and case escalations by advocating for clients’ needs and driving the resolution of service issuesto 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 onboardingjourneys, 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 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 by the Manager.

Requirements:

• Diploma / Tertiary qualification.
• Minimum 3-5 years’ relevant working experiencein the insurance industry with Middle Office or High Net Worth operationsexperience.
• 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.