AVP, Service Quality

Singlife is a leading homegrown financial services company.

• Effective management of escalated customer complaints in achieving fairness for the customer and operational efficiencies for the company
• Deliver MAS FAIR Dealing Outcome #5 - Financial institutions handle customer complaints in an independent, effective and prompt manner – by the efficacy and quality of complaints and dispute resolutions done
• Turn our customer experience around positively, and in overseeing junior complaint handlers in swift resolution of disputes
• Conduct investigations of escalated complaints by understanding our range of products offered, working with other business units, and navigating our systems to obtain policy information necessary for dispute resolutions
• Review root causes of gaps identified and propose improvements
• Achieve fair dealings and deliver excellent service to complainants in managing their dispu...