VP, Case Management

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan's leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

Key Appointments

· The HNW Case Manager is responsible for overseeing the end-to-end management of complex insurance cases, ensuring efficient processing from pre-submission through policy issuance and post-issuance servicing. The incumbent serves as a subject matter expert for underwriting, operations, and case management matters.

· The role works closely with Business Development Managers, Wealth Specialists, Financial Advisers, Underwriters, Insurers, External Asset Managers (EAMs), Family Offices, and other stakeholders to deliver a seamless client experience and achieve business objectives.

Key Responsibilities

Case Management & Operations Leadership

· Manage and oversee the full lifecycle of insurance applications from onboarding to policy issuance.

· Review complex and high-value cases to ensure completeness and submission readiness.

· Monitor case progress and proactively manage outstanding underwriting requirements.

· Drive timely resolution of operational bottlenecks and service issues.

· Ensure service delivery meets established turnaround times and service level agreements (SLAs).

· Act as escalation point for complex operational and client-related matters.

Underwriting & New Business Management

· Provide guidance on underwriting requirements and case structuring.

· Liaise directly with underwriters to negotiate and facilitate favorable underwriting outcomes.

· Coordinate financial underwriting, medical underwriting, source of wealth verification, and enhanced due diligence requirements.

· Support pre-underwriting assessments to improve case placement success rates.

· Manage large sum assured and premium financing cases.

Stakeholder Management

· Serve as the primary operational contact for advisers, BDMs, and key business partners.

· Build strong working relationships with internal partners and underwriting teams.

· Provide regular updates to stakeholders on case status, requirements, and expected completion timelines.

· Collaborate with internal departments to enhance operational efficiency and client experience.

Governance, Risk & Compliance

· Ensure compliance with MAS regulations, AML/CFT requirements, FATCA/CRS obligations, PDPA, and internal policies.

· Conduct quality assurance reviews and identify potential operational risks.

· Escalate regulatory, compliance, and reputational issues to management.

· Support internal and external audits.

Process Improvement & Projects

· Identify opportunities to streamline workflows and improve operational efficiency.

· Participate in system implementation, process enhancement, and digitalisation initiatives.

· Develop and maintain SOPs, process maps, and operational guidelines.

· Lead operational projects and strategic initiatives assigned by management.

Management Reporting

· Monitor and report key operational metrics.

· Prepare regular management reports on case volumes, turnaround times, service quality, and business performance.

· Analyse trends and recommend corrective actions where necessary.

Key Requirements

· Minimum 3-5 years of experience in insurance, broking, or financial services operations, with specific experience in HNW or private banking.

· Degree in Business, Finance, Insurance, Banking, or related discipline.

· CMFAS M5, M9, M9A and HI preferred.

· Understanding of insurance underwriting concepts, life insurance products, and policy administration.

· Excellent analytical skills, proficiency in MS Office (Excel), and strong client relationship skills.

· Highly organized, meticulous, and proactive with the ability to work under pressure in a fast-paced environment.

· Experience with complex, high-value policies (e.g., UL, SUL).