The Operations Specialist / Senior Operations Specialist role is critical for the Singapore branch office to continue to meet the service level expectation and trust of the Distributors that the Operations team has painstaking built over the past 3 years. Our business has scaled to a level where the existing team faces a challenge supporting increased in volume of case submissions, enquiries, policy service requests and expanded administrative support services to Underwriting and Partnership while at the same time having to actively participate in project works, new product launches, Day 2 issues and enhancements. The role also ensure that we are able to support one intake management that we are working towards under Project Harmony.
The role will work with the Senior Manager, Operations and Team Lead to provide smooth, timely turnaround for receiving, processing, issuance of new cases and policy contract assembly as well as handling inforce policy service requests. The additional member to the team allows for the implementation of segregation of duties where the Assistance Manager, Operations will perform the maker role while the Manager and Team Lead act as the checker to ensure accurate and efficient processing of transactions, meeting quality assurance and service level. This role is also responsible for first line of defense for the company’s Anti-Money Laundering and Countering the Financing of Terrorism (AML/CFT) guidelines and procedures, and will ensure the department compliance with LIA and MAS regulations. The role is Distributor and Client facing, requiring relentless Client focus to ensure an exceptional experience with Sun Life.
This role will be responsible for the intake functions of new business submissions, case rework, policy issuance and assembly, review of client due diligence documents and some inforce policyowner services processing. The role will liaise with multiple internal stakeholders including Underwriting, Partnership and Business Development, Compliance, Product, Finance, Legal and others. Excellent communications skills are must as we strive to be the service provider of choice for Distributors and Clients.
Key Responsibilities
- Intake: ensure incoming emails are worked and routed in a timely manner in accordance with our service standards
- Case setup: establish case records on our systems and index documents to ensure they are easily accessible for our Underwriters
- Policy issuance: aid our Distributors to ensure their submissions are in good order for policy issuance
- Client Due Diligence: demonstrate proficiency in our AML/CFT procedures
- Inforce / Policyowner Services: complete post-policy transactions
Job Requirements
- Education: Bachelor's degree or equivalent industry designations
- Real-world experience: At least 3 years of hands-on experience in life insurance operations, preferrable in the high-net-worth market. You should be able to demonstrate a proven track record of streamlining operations and driving efficiency.
- Innovative passion for process improvement: we value continuous process improvements! You should be able to articulate examples of process improvements you’ve implemented in your previous roles.
- A proactive mindset: our Culture is the key to our success! We are looking a positive, can-do mindset where you view obstacles as opportunities for wins.
Preferred skills
- Detail-oriented
- Excellent communication skills
