Policy Servicing Lead: Customer & Process Optimisation

FPT Asia Pacific Pte Ltd; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

FPT Asia Pacific Pte Ltd is seeking a detail-oriented professional to oversee policy servicing operations in Singapore. The role focuses on delivering accurate work within tight turnaround times and ensuring compliance with regulatory and company guidelines.

You will lead a team, monitor KPIs, handle escalations, and drive continuous process improvements to enhance customer satisfaction and retention.

Qualifications

• Diploma/Degree holder.
• Excellent leadership and people management skills.
• Exceptional customer service skills and problem solving.

Responsibilities

• Supervise and monitor team performance to meet KPIs.
• Handle escalated customer inquiries and complaints promptly and professionally.
• Collaborate with stakeholders to improve processes and policy servicing efficiency.
• Conduct regular audits to ensure policy compliance and quality standards.
• Analyse data and reports to identify opportunities for process optimization.
• Participate in projects, system enhancements, and user testing as needed.

Skills

Leadership

Customer service

Organisational skills

Time management

Written communication

Policy servicing

Data analysis

Education

Diploma/Degree

Tools

Microsoft Office

Job description

FPT Asia Pacific Pte Ltd is seeking a detail-oriented professional to oversee policy servicing operations in Singapore. The role focuses on delivering accurate work within tight turnaround times and ensuring compliance with regulatory and company guidelines.

You will lead a team, monitor KPIs, handle escalations, and drive continuous process improvements to enhance customer satisfaction and retention.