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
Role & Responsibilities:
- 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 with 6 years of experience in insurance 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
