About the Job
To ensure accurate, timely, and compliant processing of policy changes, exercising judgement in managing exceptions and supporting escalations, while delivering quality outcomes, in accordance with stipulated service standards, internal controls, and applicable regulatory frameworks, and providing effective operational support to internal stakeholders and customer touchpoints
- Perform and review policy change requests in accordance with established underwriting, compliance guidelines, authority limits and operational procedures. Policy changes include but not limited to changes in sum assured, benefits, policy term, upgrade/downgrade, fund switches, top-ups, reinstatements, cancellations, change in payer, assignments, nominations.
- Follow through on additional or outstanding requirements and/or additional premiums arising from applications, ensuring end-to-end case completion within stipulated turnaround times.
- Prepare policy letters or endorsements in accordance with approved outcomes, standard templates and procedural guidelines to ensure consistency and compliance.
- Perform accuracy checks on policyholder letters and statements prior to dispatch.
- Investigate and assess straightforward escalated cases and provide recommendations for the Team lead's review and approval.
- Support quality assurance by performing checks or sampling reviews; identify trends, recurring errors, or gaps, and propose corrective or preventive actions.
- Assist the Team lead in guiding team members and overseeing the quality and accuracy of their work.
- Handle and resolve policy processing enquiries from policyholders, financial representatives and internal stakeholders in a timely and professional manner, escalating complex cases where appropriate.
- Liaise with crossfunctional stakeholders (e.g., Underwriting, New Business, Distribution, Finance, Operations Support) to resolve case issues, clarify requirements, and ensure smooth handoffs.
- Contribute to process improvements by identifying inefficiencies, control gaps, and service pain points.
- Support reporting needs, such as turnaround times, quality/error trends, and volume dashboards, by providing accurate inputs and insights on recurring issues.
- Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
- Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
- Highlights any potential concerns /risks and proactively shares best risk management practices.
We are looking for people who
- Diploma or University Degree
- Preferably 3 to 4 years of experience in insurance or financial services operations
- Good understanding of premium collection processes and payment channels
- Ability to assess issues, exercise judgment, and handle straightforward escalations independently
- Strong attention to detail with ability to perform quality reviews
- Team-oriented and able to support knowledge sharing within the team
- Ability to process requests timely and accurately
- Good communication and interpersonal skills with a customer-centric mindset
- Effective time management with the ability to prioritise multiple tasks
- High level of integrity, accountability and ownership in work
- Takes initiative in identifying improvements and adapting to change
How you succeed
- Champion and embody our Core Values in everyday tasks and interactions.
- Demonstrate high level of integrity and accountability.
- Take initiative to drive improvements and embrace change.
- Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
- Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
Who we are
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.
The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of AA- by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.
Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world's most highly-rated banks, with an Aa1 rating from Moody's and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World's Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
