Vice President, Service Quality

Singlife; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading financial services company in Singapore is seeking a Complaints Management Leader to oversee complaints governance, lead a dedicated team, and ensure adherence to regulatory standards. This role requires over 8 years of customer service experience, with a minimum of 3 years in a managerial capacity. The ideal candidate will demonstrate excellent communication skills and a strong understanding of regulatory compliance. Competitive salary and benefits offered.

Qualifications

• At least 8 years of experience in Customer Service, with 3 years of managerial experience.
• Good knowledge of regulatory requirements for sales processes.
• Good oral and written communication skills.

Responsibilities

• Establish a robust complaints management framework aligned with regulations.
• Ensure timely and accurate responses to queries from regulators.
• Lead a team of 2 Team Leads and 6 Case Handlers.

Skills

Communication skills

Customer service skills

Dispute management skills

Problem-solving skills

Time management skills

Education

Degree (academic)

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

• Complaints Governance & Regulatory Compliance
• Establish and maintain a robust complaints management framework aligned with industry regulations and internal policies.
• Ensure timely and accurate responses to queries from the regulators and compliance with all reporting obligations.
• Monitor adherence to complaint handling standards and elevate regulatory risks promptly.
• Ensure compliance with all applicable laws and regulations in all functional activities.
• Dispute Resolution & Escalation Management
• Ensure timely, accurate, and empathetic resolution of customer issues in compliance with internal policies and regulatory standards.
• Act as the Subject Matter Expert for the management of major disputes at Dispute Resolution Centres, ensuring fair, transparent, and timely resolution.
• Act as the primary escalation point for complex or high‑risk complaints, including those with potential reputational or financial impact.
• Liaise with relevant stakeholders, such as legal and compliance teams, on contentious cases.
• Leadership & Team Management
• Lead a team comprising 2 Team Leads and 6 Case Handlers, providing guidance, coaching, and performance management.
• Champion a culture of fairness, transparency, and customer‑centricity across all touchpoints.
• Set clear objectives, monitor productivity, and foster a culture of accountability and continuous improvement.
• Support career development and training for complaint handling best practices.
• Build a future‑ready team equipped to manage evolving customer and regulatory expectations.
• Customer Experience & Service Recovery
• Improve customer satisfaction and trust through effective complaint resolution.
• Ensure service recovery actions are consistent, empathetic, and aligned with organizational values.
• Analyze complaint trends to identify systemic issues and recommend preventive measures.
• Stakeholder Engagement
• Collaborate with operations, product, and risk teams to address root causes of complaints.
• Communicate insights and recommendations to senior management for strategic decision‑making.
• Performance Monitoring & Reporting
• Track complaint volumes, resolution timelines, and regulatory compliance metrics.
• Prepare detailed reports and dashboards for leadership and regulatory submissions.
• Develop and deliver comprehensive management reports on service quality metrics, dispute trends, and root cause analysis.
• Leverage data insights to inform strategic decisions and operational improvements.
• Continuous Improvement & Risk Mitigation
• Conduct root cause analysis on recurring complaints and disputes.
• Proactively manage risks related to complaint handling and regulatory breaches.

Key Decisions within the Role

• Ensure key risks have been understood, identified, and managed.
• Ensure that risks taken in own areas of work are controlled within approved limits.
• Assessment of escalated complaints (based on investigation findings performed in collaboration with relevant stakeholders) to determine the optimal resolution for both the customers and our stakeholders.
• Approve resolutions for major disputes handled at Dispute Resolution Centres.
• Financial authorisation limits as per the Delegation of Authority approved by the Board.

Team

• Direct accountability for 2 Team Leads, with 6 staff reporting to the 2 Team Leads.

Requirements

Experience

• At least 8 years of experience in Customer Service (minimum 3 years of managerial experience).
• Good knowledge of regulatory requirements for sales process, FDO, PDPA and FIDReC arbitration process.
• Good oral and written communication skills.
• Good customer service and dispute management skills.
• Good problem‑solving skills.
• Good time management skills.

Education

• Degree (academic).

Key Stakeholders

External

• Customers (of Singlife’s individual life & health insurance businesses) and their servicing advisers.
• Law firms engaged by our customers.
• Regulatory bodies, e.g. Monetary Authority of Singapore (MAS), Central Provident Fund Board (CPF Board), Ministry of Health (MOH) etc.
• Dispute Resolution Centres, e.g. Financial Industry Dispute Resolution Centre (FIDReC), Consumers Association of Singapore (CASE), Small Claims Tribunal (SCT) etc.

Internal

• All relevant stakeholders involved with the complaints (e.g. Compliance, New Business, Underwriting, Claims, Policy Servicing, Premium Management, Tech, Actuarial, Products, Finance, Corporate Communications etc.)