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Senior Executive, Customer Engagement at NTUC INCOME INSURANCE COOPERATIVE LIMITED

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

13 Aug, 26

Salary

0.0

Posted On

15 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Assurance, Root Cause Analysis, Complaints Governance, Management Reporting, Data Analysis, Written Communication, Regulatory Compliance, Process Improvement, Stakeholder Management, Analytical Thinking

Industry

Insurance

Description

We are seeking a detail-oriented and analytically strong professional to support the company’s complaints governance and oversight framework across all business units. The role will be responsible for conducting regular quality assurance reviews on complaints handling, performing root cause analysis on complaint trends and process issues, and preparing clear management reports to support timely remediation and continuous improvement. The incumbent will work closely with business units, complaint-handling teams and compliance to ensure complaint cases are reviewed consistently, root causes are identified and tracked to closure, and complaint metrics and trends are accurately consolidated for management oversight. The role requires strong written communication, sound judgement, and the ability to translate complaint data into actionable insights that improve customer outcomes and strengthen controls. Key Responsibilities include: * Conduct regular Quality Assurance (QA) reviews on complaint handling across all business units. * Review complaint cases for consistency, accuracy, and adherence to internal standards and regulatory expectations. * Perform Root Cause Analysis (RCA) on recurring complaints and process issues. * Track remedial actions with business units until closure. * Maintain clear documentation of QA findings, RCA results, and follow-up actions. * Prepare regular reports on complaint trends, key issues, remediation progress, and improvement actions. * Consolidate complaint metrics across channels and business units for management reporting. * Support improvements to complaint review processes, reporting, and governance.

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Responsibilities

The role focuses on overseeing the complaints governance framework by conducting quality assurance reviews and root cause analysis. It involves preparing management reports and tracking remedial actions to improve customer outcomes and internal controls.