Avp, Head Of Customer Engagement, Customer Experience And Customer Relationship, Life Operations
FWD Singapore
Singapore
Not specified; not specified; 20-22 days annual le...
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15+ years insurance experience
Regulatory complaint handling
Aml regulation knowledge
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FWD Singapore is seeking an AVP, Head of Customer Engagement, with a focus on leading customer service excellence, relationship management, and experience enhancement within the insurance sector. The ideal candidate should possess extensive experience in customer engagement and regulatory management, alongside strong analytical skills.
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Job Summary
The role provides overall leadership and strategic direction to Customer Engagement teams delivering services across multiple companies and business lines.
Candidates must lead the Customer Relationship team to ensure prompt, professional, and compliant handling of customer complaints including those escalated by regulators.
The position requires driving service excellence through structured analysis of customer feedback and translating insights into actionable operational improvements.
Matching Summary
Match Score: 75
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FWD Singapore is seeking an AVP, Head of Customer Engagement, with a focus on leading customer service excellence, relationship management, and experience enhancement within the insurance sector. The ideal candidate should possess extensive experience in customer engagement and regulatory management, alongside strong analytical skills.
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Salary
Not specified; Not specified; 20-22 days annual leaves; excellent learning & development opportunities
Skills & Requirements
Must-have
15+ years insurance experience
Regulatory complaint handling
AML regulation knowledge
EDD assessment capability
Multi-disciplinary team leadership
Service centre operations management
Nice-to-have
Data-driven operational improvements
Customer-centric transformation
Strong analytical mindset
Empathy in difficult situations
Senior stakeholder engagement
Key Requirements
Degree holder in Business Administration or related discipline
Minimum 15 years relevant experience in insurance or financial services
In-depth knowledge of life insurance products and regulatory requirements
Proven track record managing regulatory complaints and engaging with regulators