Senior Policy Services Officer - Valuation

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Profile Summary:

In this role, you will lead the administration team within the Maturity and Valuation function, overseeing day-to-day operations and ensuring all customer requests and payouts are completed accurately and within agreed service standards. You will be accountable for delivering a seamless experience for both Financial Representatives and customers, while supporting company-wide projects and initiatives.

You will also establish and drive a continuous feedback loop to identify process gaps and implement improvements. Working closely with the Head of Policy Services, you will help ensure smooth and efficient daily operations within the administration team.

Job Description:

• Oversee team resourcing, training, and case clearance.
• Ensure customer requests are administered in accordance with established guidelines, service standards, and quality requirements.
• Assess escalations and make independent decisions in complaint resolution.
• Provide timely and effective support to Financial Representatives and customers.
• Document and maintain processes through SOPs and user guides.
• Approve payments within assigned authority limits.
• Collaborate with internal stakeholders to resolve incidents and support recovery exercises.
• Act as a liaison with regulators (e.g. CPF Board) and bank partners.
• Conduct training and onboarding for new hires.
• Identify process gaps and train frontline staff to handle high-volume customer queries, ensuring first-time resolution and minimising escalations.
• Work closely with the technology team to define and draft business requirements.
• Review and sign off on UAT test plans and outputs.
• Monitor post-implementation performance to ensure smooth transitions.

Who we are looking for:

Competencies & Personal Traits

• A keen learner who is able to work independently.
• Customer-oriented, with strong interpersonal and communication skills.
• Meticulous and detail-oriented, with the ability to process requests accurately while meeting service standards.
• Strong problem-solving skills.
• Proficient in Microsoft Office applications.
• Possesses a digital mindset, with the ability to leverage digital tools to drive process efficiency.

Work Experience

• Knowledge of Life, ILP and term insurance plans.
• 3-4 years of experience in life, ILP and term insurance policy servicing.
• Knowledge across multiple Policy Services functions preferred.

Education

• Diploma or Degree in Business Administration/Management or equivalent

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.