Assistant Manager, Policy Admin

• Perform and review policy change requests in accordance with established underwriting, compliance guidelines, authority limits and operational procedures. Policy changes include but not limited to changes in sum assured, benefits, policy term, upgrade/downgrade, fund switches, top-ups, reinstatements, cancellations, change in payer, assignments, nominations.
• Follow through on additional or outstanding requirements and/or additional premiums arising from applications, ensuring end-to-end case completion within stipulated turnaround times.
• Prepare policy letters or endorsements in accordance with approved outcomes, standard templates and procedural guidelines to ensure consistency and compliance.
• Perform accuracy checks on policyholder letters and statements prior to dispatch.
• Investigate and assess straightforward escalated cases and provide recommendations for the Team lead’s review and approval.
• Support quality assurance by performing checks or sampling reviews; identify trends, recurring errors, or gaps, and propose corrective or preventive actions.
• Assist the Team lead in guiding team members and overseeing the quality and accuracy of their work.
• Handle and resolve policy processing enquiries from policyholders, financial representatives and internal stakeholders in a timely and professional manner, escalating complex cases where appropriate.
• Liaise with cross functional stakeholders (e.g., Underwriting, New Business, Distribution, Finance, Operations Support) to resolve case issues, clarify requirements, and ensure smooth handoffs.
• Contribute to process improvements by identifying inefficiencies, control gaps, and service pain points.
• Support reporting needs, such as turnaround times, quality/error trends, and volume dashboards, by providing accurate inputs and insights on recurring issues.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

• Diploma or University Degree
• Preferably 3 to 4 years of experience in insurance or financial services operations
• Good understanding of premium collection processes and payment channels
• Ability to assess issues, exercise judgment, and handle straightforward escalations independently
• Strong attention to detail with ability to perform quality reviews
• Team-oriented and able to support knowledge sharing within the team
• Ability to process requests timely and accurately
• Good communication and interpersonal skills with a customer-centric mindset
• Effective time management with the ability to prioritise multiple tasks
• High level of integrity, accountability and ownership in work
• Takes initiative in identifying improvements and adapting to change

Great Eastern