Policy Servicing Lead — Operations & Customer Success

FPT Asia Pacific; Singapore; On-site; SGD 56,000 - 84,000; Full time

Job summary

FPT Asia Pacific is seeking a detail-oriented Operations Supervisor to lead a policy servicing team in Singapore. You will ensure accurate work within tight turnaround times while upholding regulatory and company guidelines.

Responsibilities include supervising daily operations, monitoring team KPIs, handling escalated inquiries, and driving process improvements to enhance efficiency and customer satisfaction.

Qualifications

• Diploma/Degree holder with relevant experience in policy servicing or life insurance is preferred.
• Strong leadership and people management skills with a track record of building high-performing teams.
• Excellent verbal and written communication skills; able to provide clear guidance to customers and teammates.

Responsibilities

• Oversee day-to-day operations of the team, monitor performance and drive productivity.
• Ensure KPIs and individual targets are met while maintaining service quality.
• Handle escalated inquiries and resolve complex customer issues promptly and professionally.
• Collaborate with stakeholders to implement process improvements and policy compliance.
• Conduct regular audits and analyse reports to optimise processes and customer satisfaction.
• Participate in projects, system testing, and ad-hoc tasks as required.

Skills

Leadership

Customer service

Time management

Communication

Microsoft Office

Education

Diploma/Degree

Tools

Microsoft Office

Job description

FPT Asia Pacific is seeking a detail-oriented Operations Supervisor to lead a policy servicing team in Singapore. You will ensure accurate work within tight turnaround times while upholding regulatory and company guidelines.

Responsibilities include supervising daily operations, monitoring team KPIs, handling escalated inquiries, and driving process improvements to enhance efficiency and customer satisfaction.