Job Purpose
To manage the billing, collection and policy payout operations to ensure accurate, timely, and compliant service delivery, with full accountability for team performance and operational controls in accordance with stipulated service standards, internal controls, and regulatory requirements, while ensuring effective operational support to stakeholders
The Job
- Oversee end-to-end billing, premium collection and policy payout operations, ensuring accuracy, timeliness and compliance with internal guidelines, regulatory and audit requirements.
- Provide oversight and approval for payouts relating to cash benefits, dividends, maturity, annuity, and suspense transactions. Ensure control effectiveness through timely review of exception reports, and drive rootcause analysis and preventive action plans. Review and submit monthly suspense ageing reports to Finance, ensuring accuracy and completeness for reporting and highlight issues requiring Section Head attention.
- Monitor billing and refund cycles, system performance, and operational risks. Collaborate with crossfunctional teams to resolve system issues, enhance process efficiency, and strengthen internal controls, and support automation and digital enhancements.
- Handle complex or sensitive escalations, provide decisions and guidance, approve recommendations for complex cases, and escalate to the Section Head when required.
- Partner closely with internal stakeholders, including Finance, Bancassurance, New Business and external partners e.g. OCBC to ensure coordinated operations and a seamless customer experience.
- Provide leadership and coaching to junior team members and Assistant Managers. Oversee workflow quality and build team capability to ensure delivery of accurate, timely, and customercentric outcomes.
- 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.
Our Requirements
- Diploma or University Degree
- Preferably 4 to 6 years of experience in insurance or financial services operations, with team leadership exposure
- Good understanding of premium collection processes and payment operations
- Ability to manage teams, prioritise resources and deliver service outcomes
- Sound judgment in handling complex escalations
- Team-oriented and able to support knowledge sharing within the team
- Strong planning, organisation, and problem-solving skills
- Good communication and interpersonal skills with a customer-centric mindset
- Good 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.
