Assistant Vice President, Contact Centre

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

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

Requirements

Experience

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

Education

1. Degree or Diploma holder.
2. Certification of Insurance & Business Analysis (LOMA, CII, IIBA, etc.).
3. Professional Certification(s): PMP, Agile certification (Preferred).