Policy Owner Service, Consultant

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

• →Any other duties or tasks assigned by supervisor to support business needs, including ad‑hoc investigations, special assignments, and operational risk mitigation.

• Handle daily complex POS transactions, service requests, documentation, and exception cases with high accuracy and professionalism.
• Monitor team productivity, TAT, service standards, and quality KPIs to support operation excellence.
• Oversee complex system adjustment cases, verify logic accuracy, and coordinate with supporting teams for timely rectification.
• Liaise with printing vendors and internal operations teams to ensure smooth execution of correspondence, cheque issuance, and delivery.

• Manage complex, non‑standard policy cases referred by the Complaint Team or LUSEB, including fact‑finding, scenario analysis, root‑cause investigation, and recommendation of remediation actions.
• Coordinate across functions (Compliance, Legal, Distribution, Operations Business Solutions) to prepare clear, well‑reasoned responses to customers, agents, and regulatory bodies.
• Support the execution and settlement of complex complaint cases, ensuring alignment with internal guidelines and regulatory expectations.
• Ensure proper documentation, audit readiness, and compliance throughout the complaint and escalation workflow.

• Participate in cross‑departmental meetings (Agency, Operation Transformation, IT, Compliance, Customer Service) to understand pain points and recommend operational improvements.
• Drive initiatives to streamline workflows, reduce pending volumes, and enhance customer/channel experience.
• Contribute to digitization projects, new product implementations, Day‑2 enhancements, GL regulatory requirement fulfilment, and POS system enhancement initiatives.
• Collaborate with relevant teams to ensure process changes are clearly documented, communicated, and properly embedded into BAU operations.

• Review, analyze, and follow up on exception and discrepancy reports.
• Prepare weekly and monthly operations and KPI reports for management review.
• Support month‑end closing activities and ensure all cases are completed within deadlines. 

• University / College graduate with minimum 5 years’ experience in managing similar job natures, HNW or POS is preferred.
• Strong expertise in POS Processing including the complex corporation case/ Trust case handling/ Policy Assignment
• Good understanding of regulatory and compliance requirements related to fund operations
• Solid knowledge of operations, controls, and reconciliation, ensuring accuracy, compliance, and audit readiness
• Proactive in problem solving and able to work multi-tasks effectively in a fast-moving industry
• Proven experience in process improvement, system enhancement, and workflow automation to drive operational efficiency
• Demonstrated analytic capacity and business thinking
• Relevant license(s) will be required if the job involves regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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