Policy Servicing Executive

INNOVATIVE CONSULTING PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

INNOVATIVE CONSULTING PTE. LTD. is seeking an operations supervisor to lead daily team operations, drive KPI achievement, and handle escalated inquiries to ensure customer satisfaction.

You will drive process improvements through audits, data analysis, and collaboration, while participating in projects and system enhancements to optimize performance and compliance.

Qualifications

• Diploma or degree in any field.
• Experience in policy servicing within life insurance is advantageous.
• Proficient with Microsoft Office and PC literacy.
• Strong leadership and customer service skills with the ability to resolve complex issues.

Responsibilities

• Supervise and monitor team performance to achieve daily goals and KPIs.
• Collaborate with team members to maintain and improve productivity.
• Resolve escalated inquiries and complaints to enhance customer satisfaction.
• Liaise with stakeholders to implement process improvements and resolve policy-related issues.
• Identify and develop strategies for service improvements to increase customer retention.
• Conduct regular audits to ensure compliance with policies and quality standards.
• Analyze reports to identify opportunities for process optimization.
• Stay informed on industry trends and regulatory changes to guide actions.
• Participate in projects, system enhancements and user testing by providing feedback on performance.
• Execute ad-hoc tasks to support operational needs.

Skills

Leadership

Customer service

Communication skills

Time management

Data analysis

Policy servicing

Education

Diploma or degree holder

Tools

Microsoft Office

PC literate

Job description

Job Summary

Lead and support daily team operations to meet KPIs and productivity goals. Manage escalated customer inquiries to ensure satisfaction. Drive process improvements through collaboration, audits, and data analysis. Participate in projects and system enhancements to optimize performance.

Responsibilities

• Supervise and monitor team performance to achieve daily operational goals and KPIs
• Collaborate with team members to maintain and improve individual productivity levels
• Resolve escalated customer inquiries and complaints promptly and professionally to enhance customer satisfaction
• Liaise with department stakeholders to implement process improvements and resolve policy-related issues
• Identify and develop strategies for service improvements to increase customer retention
• Conduct regular audits to ensure compliance with policies, procedures, and quality standards
• Analyze reports using data and analytics to identify opportunities for process optimization
• Stay informed on industry trends, best practices, and regulatory changes to recommend appropriate actions
• Participate in projects, system enhancements, and user testing by providing actionable feedback on system performance
• Execute ad-hoc tasks as assigned to support operational needs

Preferred competencies and qualifications

• Diploma or degree holder
• Experience in policy servicing within the life insurance industry is advantageous
• Proficient in Microsoft Office applications and PC literate
• Strong leadership and people management skills demonstrated by building and leading high-performing teams
• Exceptional customer service skills with proven ability to resolve complex issues
• Effective organizational and time management skills to prioritize tasks and meet deadlines
• Ability to work effectively under tight timelines and pressure
• Excellent verbal and written communication skills