About the Job
To manage Policy Processing operations to deliver accurate, timely and compliant service delivery, with full accountability for team performance and operational controls in accordance with stipulated service standards, internal controls, and applicable regulatory frameworks, while providing effective operational support to internal stakeholders and customer touchpoints
- Supervise and motivate the Policy Processing team to achieve service standards, productivity targets and quality expectations.
- Plan, monitor and allocate resources to manage work volumes effectively and ensure operational continuity.
- Review and approve recommendations for complex cases and escalate to Section Head where required.
- Provide guidance and oversight to team members to ensure quality, accuracy and consistency of work output.
- Oversee and manage complex policy processing enquiries and escalations from policyholders, financial representatives and internal stakeholders.
- Liaise with crossfunctional stakeholders (e.g., Underwriting, New Business, Distribution, Finance, Operations Support) to resolve case issues, align requirements, and improve handoffs.
- Drive process improvements and system enhancement initiatives to improve efficiency, control effectiveness, and customer experience
- Manage operational reporting, such as turnaround times, quality/error trends, and volume dashboards, highlighting key trends and issues, and drive performance improvements.
- Review customer feedback and service issues, identify trends or recurring gaps, and propose corrective or preventive actions to strengthen customer experience and reduce repeat occurrences.
- 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 4 to 6 years of experience in insurance or financial services operations, with team leadership exposure
- Good understanding of policy processing 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
- Good 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
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.
