Hybrid Policy Services Lead – Advisory & Process Excellence

Manulife; Singapore; Hybrid; SGD 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work environment

Job summary

The incumbent will oversee a team dedicated to processing day-to-day insurance policy servicing transactions, driving process improvements to enhance efficiency and minimize lapses. This role blends leadership, operations management, and strategic review to ensure outstanding service for internal and external customers.

Join Manulife to lead cross-functional collaboration with underwriting, claims, IT, and customer service; establish KPIs, leverage data to guide decisions, manage risks and

Qualifications

• Bachelor’s degree with at least 15 years of work experience including 8+ years in supervision.
• Extensive knowledge of life insurance concepts and related processes.
• Demonstrated leadership and managerial excellence.
• Excellent communication and presentation skills.
• Strong interpersonal skills and ability to interface with sensitive client situations.
• Ability to influence and negotiate for win-win solutions.
• Skilled problem-solver and decision-maker.
• Ability to make complex decisions independently in high-stakes situations.
• Excellent time management and organizational skills.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Lead and manage a team responsible for processing insurance policy servicing transactions, ensuring timely and accurate completion of tasks.
• Foster a collaborative and high-performance team environment, providing guidance, support, and development opportunities to team members.
• Conduct detailed reviews of current operational processes to identify inefficiencies and areas for improvement.
• Develop and implement process optimization strategies to streamline workflows and enhance service quality.
• Establish and track key performance indicators (KPIs) to measure and improve operational efficiency.
• Utilize data analysis and insights to drive decision-making and prioritize process improvement initiatives.
• Identify potential operational risks and implement measures to mitigate them, ensuring compliance with regulatory requirements and company policies.
• Develop and maintain robust controls and procedures to minimize operational lapses and incidents.
• Analyze operational incidents to determine root causes and implement corrective actions.
• Maintain an incident log and develop strategies to prevent recurrence, ensuring continuous improvement.
• Work closely with cross-functional teams, including underwriting, claims, IT, and customer service, to align operations with business objectives and improve service delivery.
• Act as a liaison between the operations team and senior management, providing updates on process improvement initiatives and operational performance.
• Leverage technology solutions to enhance operational capabilities and improve process efficiency.
• Stay informed about industry trends and emerging technologies that can support operational improvements.

Skills

Leadership

Team management

Stakeholder management

Communication

Interpersonal skills

Time management

Multi-tasking

Problem-solving

Decision-making

Negotiation

Influence

Presentation

Teamwork

Education

Bachelor’s degree

Job description

The incumbent will oversee a team dedicated to processing day-to-day insurance policy servicing transactions, driving process improvements to enhance efficiency and minimize lapses. This role blends leadership, operations management, and strategic review to ensure outstanding service for internal and external customers.

Join Manulife to lead cross-functional collaboration with underwriting, claims, IT, and customer service; establish KPIs, leverage data to guide decisions, manage risks and