Assistant Manager, Life Insurance Customer Service

1 day ago

Singapore 中国太平 Full time

To assist Head of Customer Service in the delivery of strategic objectives and business plan through efficient and effective management of the policy servicing and customer service operations.
- Provide support in the execution of insurance service and marketing strategies to foster business line growth and customer relations.
- Ensure the handling of customer service requests and processing of policy servicing transactions and claims are accurate and completed within the stipulated turnaround time.
- Identify / review root cause of production issues and work with IT stakeholder and system vendor to fix the issues.
- Actively monitor the policy servicing transactions and pending claims to ensure that there is no backlog.
- Manage enquiries from all customer touchpoints including enquiries from distribution channel/ intermediaries.
- Handle escalated complaints and work with relevant stakeholders to resolve the complaints in accordance to the complaint resolution guidelines.
- A key user representative providing inputs on policy servicing matters for projects, new product launches and Day 2 items.
- A key UAT tester who prepares business requirement documents, review functional specifications document, prepares test plans and perform UAT testing for the activities owned by the Customer Service team.
- Maintain and update Operations Manual for functions such as customer service and claims to ensure documentation of processes are up-to-date.
- Comply with the relevant regulatory requirements, Company’s policies and guidelines and standard operating procedures.
- Provide training / guidance to team members and impart knowledge on products, system and processes.
- Develop and maintain excellent relationships with internal stakeholders, intermediaries and distribution channels.
- Support any other project/work assigned by the company

**Qualifications**:

- Diploma or Degree equivalent, having insurance certifications/qualifications will be an advantage
- Minimum 6 to 8 years of relevant experience in life insurance operations
- Possess insurance knowledge including life insurance products, underwriting concepts, business and regulatory practices, and processing
- Possess leadership qualities, customer centric with excellent interpersonal and communication skills
- Great initiative, drive and ability to work well independently and effectively in a team
- Highly adaptable and resilient in a fast paced challenging environment
- Proficient in MS Office

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