Executive, Policy Servicing – AVIVA – Singapore


Policy Servicing consists of:

Client Level Changes e.g. change in personal particulars, contact details, returned mails.
Policy Level Changes e.g. change in coverage, premium payment mode and method, plan type, alter from inception, free look cancellation, fund switch, premium redirection, top-up, policy lapse, policy reinstatement, add or delete rider.
Beneficiary Changes e.g. nomination of beneficiary, policy assignment, trust, bankruptcy, Post Sales Quotation
Policy Values Payout e.g. annuity payout and survivorship check, post sales quotation, maturity payout, surrender payout, withdrawal payout, CPFIS Profit & Loss, Bonus statements, fund statements, fund reports
FDOs e.g. fund statements, policy endorsements, bonus statements.
Handling Enquiries & Appeals – enquiries into status of application, appeals relating to administrative requirements.


Individual Life Insurance Services – Policy Servicing Team is a highly mission critical function for all requests by email, webform and correspondences from policyholders and advisers for Policy Servicing transactions pertaining to a wide variety of complex products for all existing individual life and investment-linked policies.

The role assists the Assistant Manager in the Individual Life Insurance Services – Policy Servicing Team on all transactional processing functions and managing the process & systems to achieve operational efficiencies and service excellence.
The role also has contact with MOH and CPF Board on government policies, regulations, procedures, practices pertaining to Eldershield plans.
Continually improve efficiency and effectiveness of process and systems through Systems Thinking and Service Design Thinking to achieve desired Net Promoter Score.
The role also performs any other duties assigned by Executive, Assistant Manager or Senior Manager in order to support Individual Life Insurance Services – Policy Servicing Team to achieve section’s performance objectives.


Ensure efficiency to support timely processing of daily transactions.

Ensure that risks taken in own areas of work are controlled within approved limits.
Ensure department’s defined service standards and TATs are met.
Ensure high level of accuracy in transactions processed daily.
Handle complaints pertaining to transactions for Individual Life Insurance Services – Policy Servicing Team.
Ensure compliance with the relevant business standards.
Actively support Client Management, Service Operations and all Distribution Channels for all products to address all enquiries and complaints resolution pertaining to Individual Life Insurance Services – Policy Servicing Team.
Provide training and mentoring to new joiners in order to ensure proper training and guidance are given to new joiners.
Identify areas of improvements, raise work request or participate in user acceptance testing and ensure smooth implementation.
­Effective Risk Management/Governance

Ensure key risks have been understood, identified and managed and/that, where concerns or doubts exist, are raised with line management
Ensure certification in compliance with regulations.
Manage the risk of non-compliant, misleading or misrepresentation information given or transactions performed.
Ensure compliance to internal controls for financial and business protection pertaining to Individual Life Insurance Services – Policy Servicing Team particularly in the area of prevention and detection of AML cases, fraud and Group guidelines.


Public, policyholders and advisers
CPF Board, MAS, MOH, LIA, Official Assignee in Insolvency and Public Trustee’s Office, banks and vendors

IT, Change Management, Customer Service, Finance, Actuarial, Distributions, Product Management, Legal, Compliance, Risk Management, internal auditors.

(This should include any mandatory MAS qualifications.)

‘A’ Level / Diploma / Tertiary qualification
CLI, ILP, FNA or M5, M8, M9, HI

Knowledge in Life, Health Insurance and Investment-linked products preferred.
Knowledge in AS400 / CM400 / Dotsphere / BPM Workflow preferred.
Good communication skills – proficient in oral and written skills.
Good customer service skills and complaint handling skills.
Good understanding of the principles for all types of life, health and investment linked products.
Good understanding of the regulatory aspects of life, health and investment linked insurance industry (MAS, LIA, CPF Board, MOH).
Computer literacy with working knowledge of MS Office applications.
Good interpersonal skills.
Meticulous with an eye for details.
Good analytical, problem solving and decision making skills.
Ability to apply job knowledge in a flexible and logical way.
Good process design and improvement skills.
Relevant experience in the insurance industry or in an administrative capacity.