Senior Executive, Web Comms

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. Purpose of the Role This position reports to the Correspondence Team Lead and handles all customer & intermediary interactions in alignment with the desired service standards signatory of Singlife - good impressions by the company’s ambassadors attract and retain customers and intermediaries. Staff will be involved in: · Managing email enquiries using Salesforce and in providing quality response in line with our company’s tone of voice. · Performing one-stop service delivery in processing customer requests and in achieving high first contact resolution. · Assisting customers in getting issues resolved amicably and come up with mitigating solutions as part of customer handling. · Providing responses to customer via letters and outbound calls, where applicable. Role Attributes Has strong technical knowledge and experience in Web Communication operations, including handling customer and intermediary enquiries, Salesforce case handling, applying product and process knowledge, and performing work within established SOPs and service standards. Key Responsibilities · Handle customer and intermediary interactions via emails, letters and outbound calls, where applicable, in line with Singlife’s service standards and tone of voice. · Handle assigned customer and intermediary enquiries independently under some guidance and direction, with low autonomy. · Resolve routine and non-routine issues using existing SOPs, approved templates, product/process knowledge, and new methods where appropriate. · Manage follow-ups, case documentation and service recovery actions to support SLA adherence, audit trail and service quality. · Identify gaps, exceptions or potential risks in case handling, and seek guidance or escalate where approval or specialist input is required. · Guide junior employees or assist team members in their tasks, where applicable, including sharing process knowledge and supporting quality outcomes. Key Decisions within the role · Decide on appropriate handling for routine and non-routine enquiries using existing guidance and new methods where suitable. · Determine when to provide guidance to junior employees or team members, and when to refer matters to the Team Lead. · Identify and escalate issues involving risk, complaint sensitivity, exception handling or approval requirements. · Operate within financial authorisation limits as per the Delegation of Authority approved by the Board. Requirements Experience · Relevant experience in Customer Service, correspondence handling or insurance operations. · Basic knowledge of life, investment-linked and health insurance products, processes and customer service standards. · Good command of English, both oral and written. · Good customer service, problem-solving and time management skills. · Ability to work independently under guidance and support routine or non-routine case handling. · Ability to guide junior employees or assist team members, where applicable. · Proficient in computer skills. Education · Academic: Degree / Diploma. · C…