Senior Executive, Digital Excellence (Underwriting)

Job description

Role Summary

In this connected age, customer experience excellence and service delivery efficiencies are the greatest areas of opportunity to capture and grow market share. Digital channels and customer touchpoints extend beyond online to in-person, widening the scope and understanding required to engage with customers, quality of processes, analysis and implementation path. Responsible for promoting a digital environment where of insurance applications can be digitally submitted and assessed without manual underwriting and administrative processing. You will optimize resources and leverage on systems automation potential to achieve realization of financial and strategic benefits as defined in each business case. For this individual contributor role within the underwriting team, your responsibilities not limited to, are as follows:

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Continuous improvement approach to monitors the interactions and outcomes of the digitalised process after launch through validated learning and ongoing iteration.

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Underwrite medical, financial, residential, travel, occupational and/ or avocational risks in accordance with the underwriting philosophy and guidelines and maintain high level of accuracy in underwriting decisions and transactions processed daily. 

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To deliver consistent and delightful one-stop customer experiences across case underwriting, NB operations and underwriting enquiries in accordance with the company’s service standards and quality objectives.

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Ensure compliance with regulatory and risk management controls, corporate policies, procedures and underwriting guidelines.

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Identify areas of improvement to achieve defined levels of improvement in efficiency and productivity.

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Identify and assess the full complexity of achieving digital excellence through evaluating of current systems and processes.

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Adopt continuous improvement approach, to realise the benefits of customer digital journey and drive towards Aviva goals.

Capabilities

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Good problem-solving skills

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Excellent process design and improvement skills

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Good medical, occupational, avocation and financial underwriting knowledge.

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Excellent product knowledge of underwriting assessment in the relevant products sold by the company.

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Good understanding of the principles for all types of individual life, health (traditional life, investment linked, integrated shield) products.

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Good verbal and written communication as well as interpersonal skills.

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Highly analytical mind for complex decision making and problem solving.

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Good negotiation skills when handling FAs and BDMs.

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Good customer service and complaint handling skills.

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Good understanding of the regulatory aspects of life, health and investment linked insurance industry (MAS, LIA, CPF Board, MOH, MOM)

If you have what it takes, we are keen to hear from you!