Senior Executive, Service Quality

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 Responsibilities:

• Effective management of escalated customer complaints in achieving fairness for the customer and operational efficiencies for the company.
• Deliver MAS FAIR Dealing Outcome #5 - Financial institutions handle customer complaints in an independent, effective and prompt manner – by the efficacy and quality of complaints and dispute resolutions done.
• Turn our customer experience around positively in swift resolution of disputes.
• Conduct investigations of escalated complaints by understanding our range of products offered, working with other business units, and navigating our systems to obtain policy information necessary for dispute resolutions.
• Review root causes of gaps identified and propose improvements.
• Achieve fair dealings and deliver excellent service to complainants in managing their disputes.
• Maintain our Complaint Register, ensuring all cases are followed through to proper closures with accurate documentation of all case files.
• Participate in service improvements projects.
• Assist AVP in preparation of cases handled at Dispute Resolution Centres.
• Knowledge of all life, investment linked and health insurance products under Singapore Life Ltd.
• Knowledge of regulatory requirements for sales process, FDO and PDPA.
• Ensure compliance with all applicable laws and regulations relating to the above functional activities.

Key Decisions within the Role:

• Assessment of complaints (based on investigation findings performed in collaboration with relevant stakeholders) to determine if there was a valid lapse committed by us.
• Financial authorisation limits as per the Delegation of Authority approved by the Board.

Requirements:

Experience

• At least 2 years of experience in Customer Service and/or insurance industry.
• Good command of English, both oral and written.
• Good customer service skills.
• Good problem-solving skills.
• Good time management skills.

Education

• Academic: Diploma / Degree (preferred)

Key Stakeholders:

External:

• Customers (of Singlife's individual life & health insurance businesses) and their servicing advisers.
• Law firms engaged by our customers.
• Regulatory bodies, e.g. Monetary Authority of Singapore (MAS), Central Provident Fund Board (CPF Board), Ministry of Health (MOH) etc.
• Dispute Resolution Centres, e.g. Financial Industry Dispute Resolution Centre (FIDReC), Consumers Association of Singapore (CASE), Small Claims Tribunal (SCT) etc.

Internal:

• All relevant stakeholders involved with the complaints (e.g. Compliance, New Business, Underwriting, Claims, Policy Servicing, Premium Management, Actuarial, Products, Corporate Communications etc)

If you find yourself able to demonstrate the criteria above, apply with us now. We look forward to your application.