Lead Executive, Policy Management

Singlife; Singapore; On-site; SGD 60,000 - 85,000; Full time

Job summary

Singlife in Singapore seeks a seasoned Insurance Policy Servicing professional to manage policy amendments, payouts, and client modifications, ensuring accuracy and timely processing.

You will collaborate with intermediaries and internal teams, maintain compliance with MAS guidelines, and drive process improvements while mentoring junior staff.

Qualifications

• Proven experience in insurance policy servicing or similar role.
• Strong analytical and problem‑solving skills with ability to understand complex processes.
• Excellent attention to detail and high level of accuracy in processing policy servicing transactions.

Responsibilities

• Policy Administration: processing of policy servicing requests for amendments, payouts, cancellations and client modifications.
• Customer Service: address servicing enquiries, transactions and escalations from policyholders and intermediaries.
• Compliance: ensure adherence to Singapore regulations (MAS) and internal policies.
• Process Improvement: identify gaps, collaborate with cross‑functional teams, and implement workflow enhancements.
• Coaching / Mentoring: provide guidance to junior team members.

Skills

Policy servicing

Customer service

Regulatory knowledge

Analytical thinking

Attention to detail

Communication

Team collaboration

Independent work

Education

A Level / Diploma / Degree

LOMA / SCI certifications

Tools

AS400

FileNet

Dotsphere

BPM Workflow systems

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 control 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.

Key Responsibilities

• Policy Administration
  • Processing of policy servicing requests for policy amendments, payouts, cancellations and client modifications.
  • Ensure accurate and timely processing of policy servicing requests in the policy administration systems.
  • Review and approve policy amendments and endorsements.
  • Maintain high standards of accuracy and compliance.
• Customer Service
  • Attend to policy servicing enquiries, transactions and escalations from policyholders, intermediaries and internal stakeholders.
  • Collaborate effectively with intermediaries and internal stakeholders to facilitate timely resolutions of enquiries, transactions, operational issues and customer requests.
  • Provide timely and accurate resolutions to stakeholders.
  • Ensure all interactions are conducted in a professional and customer‑centric manner.
  • Manage customer complaint to investigating issues, identifying root causes, and providing appropriate resolutions or recommendations.
• Compliance
  • Ensure compliance with industry regulations and company policies in all policy servicing activities – applicable regulations in Singapore, including but not limited to those issued by the MAS and Group business standards and policies.
• Process Improvement
  • Identify opportunities and review root cause of gaps for process enhancements to optimize policy servicing procedures.
  • Collaborate with cross‑functional teams to implement best practices and streamline workflows.
  • Contribute to the development and implementation of efficient workflows to improve customer experience.
  • Involvement in Initiatives, Enhancements, Data Cleansing and Production issue resolutions.
  • Participate in initiatives or enhancements related to policy servicing processes and systems.
  • Work closely with Tech to ensure timely resolution of production issues affecting policy servicing.
  • Review and analyse system changes to ensure they align with business requirements and objectives.
• Coaching / Mentoring
  • Provide guidance and mentorship to junior team members, actively contributing to their skill development and fostering a collaborative team environment.

Key Decisions within the Role

Financial authorisation limits as per the Authorisation Limits for Customer Service Related Transactions and Administrators Underwriting Authority Limits – Individual Business.

Requirements

• Good knowledge of life, investment linked and health insurance products, regulations, and industry best practice.
• Familiarity with insurance regulatory requirements for insurance, FDO, PDPA and other applicable regulatory guidelines is preferred.
• Proven experience in insurance policy servicing or similar role.
• Strong analytical and problem‑solving skills, with the ability to understand complex business processes and systems.
• Exceptional attention to details and organization skills.
• High level of accuracy, attention of detail, and accountability in processing policy servicing transactions and handling customer information.
• Excellent verbal and written communication, with the ability to build effective working relationships with stakeholders at all levels.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Knowledge in AS400, FileNet, Dotsphere, and BPM Workflow systems for policy administration is highly desirable.
• Academic: ‘A’ Level / Diploma / Degree.
• Professional Certification(s): LOMA, SCI certification (CLI, ILP, FNA or M5, M8, M9, HI) (preferred).

Key Stakeholders

• External:
  • Policyholders and Intermediaries – Financial Advisers, Brokers.
  • Regulatory bodies, e.g. CPF Board, MAS, MOH, LIA, Official Assignee in Insolvency and Public Trustee’s Office.
  • Banks and vendors.
  • Auditors.
• Internal:
  • Distribution heads and business development managers.
  • Tech, Operations, Finance, Actuarial, Product, Legal, Compliance, Internal Audit.