Contract Executive, Life Service Support (1 year contract - Renewable)

Income Insurance Limited; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A life insurance company in Singapore is seeking a Policy Servicing professional to ensure efficient service delivery to customers. The successful candidate will supervise team performance, address customer inquiries, and implement process improvements to enhance satisfaction. Candidates should be diploma/degree holders with strong leadership, organizational, and customer service skills. Previous experience in the life insurance sector is advantageous. This role offers a dynamic working environment and opportunities for professional growth.

Qualifications

• Diploma/Degree holder.
• Excellent leadership and people management skills.
• Exceptional customer service skills.
• Strong organizational and time management skills.
• Able to work under tight timelines.
• Excellent verbal and written communication skills.
• Previous experience in policy servicing is advantageous.

Responsibilities

• Supervise and monitor the team's performance to meet KPIs.
• Address escalated customer inquiries and complaints professionally.
• Collaborate with stakeholders to improve operational efficiency.
• Identify service improvement opportunities and develop strategies.
• Conduct regular audits to ensure adherence to standards.
• Utilize data and analytics for process optimization.
• Participate in projects and system enhancements as needed.

Skills

Leadership and people management

Customer service skills

Organizational skills

Time management skills

Problem-solving skills

Communication skills

Education

Diploma/Degree

Tools

Microsoft Office

Job description

Policy Servicing (Life)

The Life and Health Operations (LHO) department plays a pivotal role in ensuring we provide our customers with affordable and comprehensive life and health products, with efficient processes to allow optimal service to our customers. You will need to play a critical role in providing exceptional service to our valued customers. This role requires a detail-oriented individual with strong problem-solving skills and a proven track record of success in policy servicing. You will be responsible for ensuring that accurate work is produced within the agreed turnaround time and all processes comply with the relevant regulatory and company guidelines.

Key responsibilities include:

• Collaborative Team Operations:
  • Support in the day-to-day operation which includes supervising and monitoring the team’s performance
  • Work with the team to ensure that the team’s KPIs and individual productivity are met.
• Customer Satisfaction and Retention:
  • Handle escalated customer inquiries and complaints, addressing their concerns promptly and professionally.
• Process Improvement and Optimisation:
  • Collaborate and liaise with department stakeholders in implementing processes to improve operational efficiency or streamline processes and resolve policy related issues.
  • Identify opportunities for service improvements and develop strategies to enhance customer satisfaction and retention.
  • identifying areas for improvement and implementing process enhancements.
  • Conduct regular audits to ensure adherence to established policies, procedures, and quality standards.
  • Utilise data and analytics to analyse generated reports and review for process optimization.
  • Stay updated with industry trends, best practices, and regulatory changes related to policy servicing and recommend appropriate actions.
  • Project Participation:
  • Participating in projects, system enhancement and user testing, providing feedback on system adequacies.
  • Handle ad-hoc tasks as assigned.

Qualifications & Requirements

• Diploma/Degree holder.
• Excellent leadership and people management skills with a track record of building and leading high-performing teams.
• Exceptional customer service skills with the ability to resolve complex customer issues.
• Strong organizational and time management skills, with the ability to prioritize and meet deadlines.
• Able to work under tight timeline and pressure.
• Excellent verbal and written communication skills.
• Previous experience in policy servicing within the life insurance industry is advantageous.
• PC literate/savvy and proficient in Microsoft Office applications.