Job Purpose
The AVP, Policy Services (Regional Service Centre) is responsible for the end-to-end leadership, transformation and performance of the Regional Policy Services team to ensure high quality customer service delivery. The role ensures consistent service delivery, operational excellence, regulatory compliance, and scalable processes to support multiple markets.
This role plays a critical leadership position in driving regional standardisation, offshoring effectiveness, service quality, productivity improvements, and customer advocacy, while partnering closely with country operations, technology, risk, compliance, and business stakeholders.
The Job
- Assisting the HOD to provide leadership oversight for regional policy servicing functions, including (but not limited to):
- Policy administration and maintenance
- Endorsements and alterations
- Reinstatements, cancellations and surrenders
- Address updates, nominations and beneficiary changes
- Servicing requests across in-force policy lifecycle
- Ensure service delivery meets agreed SLAs, turnaround times, quality standards and customer experience expectations across all supported markets.
- Shared Services & Offshoring Governance
- Drive the operating model for regional shared services, including, clear role demarcation between onshore and offshore teams, work allocation, capacity planning and productivity management and transition and migration of policy servicing activities into the shared service centre.
- Ensure operational stability during transitions while maintaining service continuity and customer outcomes.
- Standardisation & Process Excellence
- Lead regional process harmonisation and simplification initiatives to reduce variation across markets.
- Establish standard operating procedures (SOPs), control checkpoints, and quality assurance frameworks.
- Identify opportunities for automation, straight-through processing and digital enablement in partnership with Technology and Business Solutions teams.
- Risk, Compliance & Governance
- Ensure policy servicing processes comply with local regulatory requirements across markets; Market conduct, fair dealing and customer protection standards; Internal risk, audit and governance frameworks
- Performance Management & Reporting
- Own regional performance metrics for policy services, including productivity and cost efficiency; turnaround time and backlog management; quality scores and error rates; customer complaints and service recovery trends
- Prepare management dashboards, insights and updates for senior management, committees and governance forums.
- Stakeholder & Country Engagement
- Act as a key liaison between regional shared services and country operations.
- Liaise with crossfunctional stakeholders (e.g., Underwriting, New Business, Distribution, Finance, Operations Support) to resolve case issues, align requirements, and improve handoffs.
- Support country-specific requirements while balancing regional efficiency and standardisation objectives.
- People Leadership & Capability Building
- Lead, coach and develop team leads and managers within the policy services shared services structure.
- Build a strong culture of accountability, customer-centricity, and continuous improvement.
- Customer Advocacy & Continuous Improvement
- Champion customer advocacy within policy servicing operations.
- Use complaints data, feedback, and service insights to drive improvements in processes and communication.
- Support service recovery and remediation strategies for complex or sensitive customer cases where required.
Our Requirements
- Diploma or University Degree
- Preferably 5 to 8 years of experience in insurance or financial services operations, with team leadership exposure
- Good understanding of policy processing operations, including peripheral functions within insurance operations.
- Ability to manage teams, prioritise resources and deliver service outcomes
- Strong attention to detail with ability to perform quality reviews
- Sound judgment in handling complex escalations
- Team-oriented and able to support knowledge sharing within the team
- Strong planning, organisation, and problem-solving skills
- Strong communication and interpersonal skills with a customer-centric mindset
- Effective time management skills with the ability to prioritise tasks effectively
- High level of integrity, accountability and ownership in work
- Ability to drive process improvement and manage change
About Great Eastern
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.
