Assistant Vice President, Contact Centre

7 days ago

Singapore Singapore Life Ltd. Full time

Singapore, Singapore, Singapore
- Department
- CS Contact Centre Team
- Job posted on
- Feb 05, 2025
- Employment type
- Permanent - Full Time

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**
- Assist the Contact Centre Manager and Assistant Managers in the daily running of the Contact Centre, ensuring efficient resource planning.
- Retain, motivate, train, and manage the CSEs and support staff to deliver one-stop consistent and delightful customer experiences.
- Complete periodic performance reviews and assessments with managers and provide proper coaching to staff and ensuring sufficient support to the team
- Monitor the key performance indicators (KPIs), taking corrective actions as needed to maintain high level of satisfaction.
- Take ownership of escalated customer feedback and issues, collaborate with other stakeholders to investigate and resolve matters to full closure.
- Provide outbound call support for mass retention and service recovery activities requested by business/functional heads
- Promptly identify and highlight issues to the managers and follow through on proper rectification of these issues
- Provide training to new CSEs and guide them closely during probation

**Requirements**:
**Experience**
- At least 5 years’ experience in a Contact Centre team lead role in the financial services industry
- Good understanding and knowledge of life, health, general and unit trust insurance products
- Excellent interpersonal communication and written skills. Able to influence, prioritize and gain commitment
- Strong focus in customer experience
- Customer-obsessed individual with understanding of end-to-end customer journey and business requirements in financial services industry

**Education**
- Degree or Diploma holder
- Certification of Insurance & Business Analysis (LOMA, CII, IIBA, etc.)
- Professional Certification(s): PMP, Agile certification (preferred)

  • IT Project Manager

    1 week ago

    Singapore OCBC Full time

    Join to apply for the IT Project Manager - Assistant Vice President/ Vice President/ Executive Director role at OCBC Who We AreAs Singapore’s longest established

  • Assistant Vice President

    7 days ago

    Singapore Allied World Assurance Company Full time

    **Assistant Vice President / Vice President, Asia Pacific Enterprise Risk Management** **-** **(** **23000040** **)** **Description** **Assistant Vice President / Vice President, Asia Pacific Enterprise Risk Management** **Take the next step in your career with us**. Allied World is an ideal place for talented professionals who are driven by a belief in...

  • Assistant Vice President

    1 day ago

    Central Singapore Emprego SG Full time

    **Location** - Singapore, Central Singapore**Job Type** - Permanent**Salary** - $9,000 - $12,000 Per Month**Date Posted** - 6 hours agoAdditional Details **Job ID** - 103021**Job Views** - 1Roles & Responsibilities **JOB DESCRIPTION** - Identifying and evaluating potential investment opportunities, including preparing board papers and financial models. -...

  • Assistant Vice President, Corporate Finance

    1 week ago

    Singapore Keppel Ltd. Full time

    **Site**.Assistant Vice President, Corporate Finance page is loaded## Assistant Vice President, Corporate Financelocations: Singaporetime type: Full timeposted on: Posted Yesterdayjob requisition id: ## **JOB DESCRIPTION****Key Responsibilities*** Support financial and tax structuring for each investment including scoping and reviewing financial and...

  • Assistant Vice President, HR Business Partner

    5 days ago

    Singapore Triton AI Pte Ltd Full time

    **Position**: - Assistant Vice President, HRBP (Up to $15,000) - Vice President, HRBP (Up to $17,000) Summary - As HR Business Partner, your role is both strategic and hands-on, providing full cycle Human Resources support to the business unit. - This role will work with business leaders, managers, HR Center of Excellence (CoE) and HR Shared Services to...

  • Vice President, Strategy

    1 week ago

    Singapore Teneo Full time

    Vice President, Strategy & Communications Vice President, Strategy and CommunicationsSingapore Overview As we continue to grow our operations in Asia-Pacific, we are looking for a high calibre candidate to join our dynamic and professional Strategy and Communications team as a Vice President in Singapore. This is a unique opportunity for a driven,...

  • Vice President, Strategy

    1 week ago

    Singapore Pembroke Communications Full time

    Vice President, Strategy & Communications Vice President, Strategy and CommunicationsSingapore The Opportunity As we continue to grow our operations in Asia-Pacific, we are looking for a high calibre candidate to join our dynamic and professional Strategy and Communications team as a Vice President in Singapore. This is a unique opportunity for a driven,...

  • Vice President, Strategy

    1 week ago

    Singapore Teneo Full time

    Vice President, Strategy & Communications Vice President, Strategy and Communications Singapore Overview As we continue to grow our operations in Asia-Pacific, we are looking for a high calibre candidate to join our dynamic and professional Strategy and Communications team as a Vice President in Singapore. This is a unique opportunity for a driven,...

  • Vice President, Strategy

    1 week ago

    Singapore Pembroke Communications Full time

    Vice President, Strategy & Communications Vice President, Strategy and Communications Singapore The Opportunity As we continue to grow our operations in Asia-Pacific, we are looking for a high calibre candidate to join our dynamic and professional Strategy and Communications team as a Vice President in Singapore. This is a unique opportunity for a driven,...

  • Assistant Vice President

    6 days ago

    Singapore The Citco Group Full time $120,000 - $180,000 per year

    DescriptionAssistant Vice President - Private EquitySingaporeAbout CitcoCitco is a global leader in fund services, corporate governance and related asset services with more than 10,000 staff across 80 offices worldwide. With more than $1.9 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients'...