Vice President, Group Policy Services

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan's leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

Key Appointments

• Oversight of group insurance (affinity programmes) billing and support services for group policy services.
• This role is responsible in managing the group insurance (affinity programmes) billing and support services for group policy services including policy setup,premium receipting and related support services.

Key Responsibilities

This team member will oversee and lead a team dedicated to delivering comprehensive billing services for our leading group insurance affinity programmes, policy setup services, premium receipting, and related support services. This role requires strong leadership, process optimization skills, and a deep understanding of insurance operations to ensure high-quality service for both clients and internal stakeholders.

Assist the Executive Director in the following areas: -

• Team Leadership: Manage, mentor, and develop a team responsible for group insurance affinity program operations and support services, fostering a collaborative and high-performance culture.
• Billing Services: Oversee accurate and timely billing processes for group insurance affinity programs, including invoice generation, reconciliation, and issue resolution.
• Policy Setup Services: Ensure the efficient and precise setup of new insurance policies, including data entry, documentation review, and compliance with regulatory requirements.
• Premium Receipting Services: Supervise the receipting and allocation of premium payments, ensuring proper application, reporting, and follow-up on outstanding balances.
• Process Improvement: Identify areas for operational enhancement and implement best practices to streamline workflows, improve accuracy, and increase customer satisfaction.
• Quality Assurance: Monitor service quality, conduct regular audits, and address discrepancies or errors in billing, policy setup, and receipting processes.
• Client and Stakeholder Relations: Serve as a primary point of contact for clients and internal teams regarding team's services, handling escalations and ensuring proactive communication.
• Reporting and Analysis: Prepare and present regular reports on department performance, including KPIs related to billing accuracy, policy setup timelines, and premium receipting efficiency.
• Compliance: Ensure team adherence to all relevant legal, regulatory, and company policies, particularly those governing insurance operations and data privacy.
• Training and Development: Coordinate ongoing training for staff to maintain high levels of expertise and stay up-to-date with industry changes and technology advancements.

Key Decisions within the Role

• Oversee the group insurance billing (affinity programme) team to deliver timely and accurate processing of all transactions within the stipulated SLAs.
• Lead the support services team to achieve the stipulated SLAs.

Team

• Direct accountability for 2 key areas – Group billing (affinity programme) and support services.

Requirements

Qualifications

• 5+ years of supervisory or management experience in group insurance operations.
• Those with diverse group insurance operations background will have an advantage.
• Strong knowledge of group insurance affinity programs and associated billing, policy setup, and premium receipting processes.
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage multiple priorities and deliver results in a fast-paced environment.
• Analytical mindset with experience in process improvement and performance reporting.
• Proficiency with insurance management systems and Microsoft Office Suite.

Personal Attributes

• Leadership and Team Development
• Attention to Detail
• Strategic Thinking
• Customer Focus
• Regulatory Compliance
• Process Improvement
• Effective Communication

Education

• Diploma or bachelor's degree.

Key Stakeholders

External:

• Sales intermediaries
• Medical service providers
• Clients and insured members
• Third party administrators

Internal:

• All functional units within the Singlife group insurance functions
• Other organizational units depending on tasks assigned.