Case Management (Bancassurance, Non-Exclusive), Specialist

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About the Role

A Partnership Distribution Case Management Specialist acts as a critical link between channel heads and their distribution partners (such as banks or brokers), ensuring that new business applications move efficiently from submission to policy inception.

The case management specialist is responsible for supporting channel head in managing the end-to-end case management and operational journey for partnership distribution channels, seamless and timely execution of the new business applications and the applications are accurately captured in the systems and meet regulatory standards.

This role focuses on maximizing the number of issued cases by facilitating communication between underwriters, advisors, and bank partners, enabling the team to focus on driving business growth.

WHAT YOU'LL BE DOING

Case Management

• Manage end-to-end case lifecycle from submission to policy issuance

• Perform proactive follow-ups on pending cases to ensure timely closure

• Ensure completeness and accuracy of submissions at point of entry

• Track and resolve underwriting or documentation issues

Channel Support and reporting

• Provide day-to-day operational support to the Channel head

• Assist in monitoring and reporting on pipeline movement, case progress and turnaround time

• Support preparation of reports, updates and tracking for business reviews

• Enable smooth execution by ensuring operational efficiency

• Maintain accurate case trackers and follow-up logs

• Highlight key issues and provide proposed solutions to the Channel head

• Identify gaps in the submission-to-inception workflow and suggest new procedures to improve operational efficiency

Stakeholders Support

• To ensure clear communication and timely resolution of case-related matters proactively, the incumbent should have good stakeholders management capability to work closely with Internal stakeholders within AIA (not limiting to AIA Life Operations, Cashiers, Compliance)

Bankers & Partners Relationship Management

• Maintain professional relationships with internal stakeholders, bankers and partners to maintain a high standard of service support and ensure prompt delivery of policy issuance requirements, outstanding documents and case status updates.

Ad-Hoc & Campaign Support

• Assist in campaign fulfilment and tracking

• Provide operational support for the channel initiatives and projects

WHAT YOU SHOULD HAVE

• Bachelor's degree in Business Administration, Finance or a related field

• Minimum 3 to 5 years of case management experience ideally within insurance bancassurance, banking, or the High Net Worth (HNW) sector

• Experience in life insurance, new business or policy servicing preferred and exposure to HNW cases would be an advantage

• Knowledge of life insurance industry in Singapore and/or Asia would be a plus

• Good understanding of underwriting requirements, insurance products, and relevant regulations (e.g., MAS guidelines in Singapore)

• Strong sense of ownership with follow-up and coordination skills

• Ability to communicate effectively with diverse stakeholders internally and externally

• Numbers-driven with ability to track and generate data driven reporting

• Proficient in MS Excel and reporting tools for data analysis and reporting

• Proficiency in managing high-volume caseloads with tight deadlines and a high degree of accuracy

• A team player with good collaboration skills and the ability to work in a fast-paced environment