Assistant Manager, Policy Servicing

Permanent Role, Singapore

PURPOSE

  • Promote the image of the company by providing and delivering competent, efficient and quality customer services at service standard levels above the peers in the market.

KEY ACCOUNTABILITIES

  • Deliver high quality, accurate and prompt service to customers meeting or exceeding respective service levels and turnaround times.
  • Comply with the relevant regulations, internal policies and procedures in the service delivery.
  • Understand and support process reviews and streamlining to improve efficiency.
  • Support the business in achieving its financial goals and objectives and participate in cross functional initiatives aligned with the Business Development Plan.
  • Manage customers’ complaints, escalate where necessary and collaborate with various internal stakeholders in order to achieve fair outcomes according to the complaint resolution process.
  • Investigate on the root cause of system errors and work closely with IT to resolve errors or provide solutions to avoid repeated errors.
  • Coach and provide training/guidance to new joiners on all processes relates issues with SOP guidelines.
  • Act as subject matter expert (SME) for POS on processes, operational procedures and system requirements for any new product launches/system enhancements.
  • Participate in system enhancement projects from user perspective as well as user acceptance testing.
  • Any other ad hoc tasks and projects.

 

QUALIFICATIONS / EXPERIENCE

  • Diploma holder / post-graduate
  • At least 5 years of working experience in related field is required with at least 2 years of experience in the processing function preferably in general or life or both insurance industry
  • Preferably possess relevant insurance certifications
  • Positive and driven work attitude
  • Able to work independently and within a team

KNOWLEDGE & TECHNICAL SKILLS

  • Previous supervisory role will be advantageous
  • Excellent verbal and written communication skills
  • Able to handle multiple tasks simultaneously
  • Work as a team member in a team environment
  • Familiar with a wide range of personal insurance products
  • Good time management, project management and people management skills
  • Proficiency in MS Office skills and generally tech-savvy
  • Have some experience in AS400 system
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