Executive, HNW Post-Sales

About the role

The Executive, HNW Post-Sales manages post-sales service transactions for high-net-worth (HNW) policies. The role supports Operations in delivering a smooth, timely and positive service experience for financial representatives and clients with existing policies. The position is hybrid.

Key responsibilities

• Liaise with distribution partners and the Policy Services, Product & Pricing, Client Services and Claims teams on in-force HNW policy requests, including policy changes, illustrations, claims, appeals and other post-sales transactions.
• Provide clear guidance on the requirements needed for one-touch resolution.
• Facilitate post-sales processes, give proactive status updates and coordinate with internal stakeholders so information is accurate and timely.
• Track incoming requests from internal and external stakeholders consistently and accurately, and address them promptly.
• Maintain daily, weekly and monthly reports on outstanding issues, feedback and adherence to service-level agreements, and highlight root causes where targets are not met.
• Take part in regular team huddles, ensure documents are filed and archived properly, and respond to queries on third-party services and policy servicing.
• Carry out enhanced due diligence checks and anti-money laundering (AML) verifications as required.
• Review and improve work processes, assist with onboarding new banks, train internal stakeholders, financial representatives and partners, and perform other duties as assigned.

Required profile

• Diploma or degree from a recognised institution or university.
• At least five years of working experience, including approximately three years in the insurance industry.
• Strong service orientation, organisational skills and ability to manage multiple priorities.
• Flexibility and the ability to adapt in a fast-paced, evolving environment.
• Understanding of financial services and the needs of sales professionals is advantageous; client-facing experience is an added advantage.