Assistant Manager, Digital Communications

About the Job

The Assistant Manager, DigitalCommunications representative is responsible for ensuring claims-related enquiries, appeals, complaints and escalations received through digital channels are managed accurately, professionally and in accordance with company policies and regulatory requirements.

Acting as the primary customer and distribution touchpoint for claims-related communication, the role is accountable for delivering timely and effective resolution of enquiries, coordinating with Claims Operations and other business units, and ensuring customers and financial representatives receive clear, accurate and empathetic communication throughout the claims journey.

• Support the day-to-day management of claims-related enquiries, requests and escalations received through email and digital channels.
• Ensure enquiries are handled accurately, timely and in accordance with service standards.
• Assist in resolving complex cases and drive effective follow-up to closure.
• Provide accurate guidance on claims processes, requirements, claim status and documented claim outcomes.
• Act as a liaison between customers, financial representatives and Claims teams to facilitate case resolution.
• Handle sensitive customer situations, complaints and service recovery cases with professionalism and empathy.
• Escalate cases requiring technical claims assessment to the relevant Claims teams.
• Support management reporting and preparation of escalation summaries where required. Coach and guide team members on claims servicing, customer communication and case handling.
• Support onboarding, training and knowledge-sharing activities.
• Assist the Manager in workforce planning, workload management and performance monitoring.
• Support continuous improvement initiatives to enhance customer experience, productivity and service quality.
• Participate in process reviews, system enhancements, UAT testing and ad-hoc departmental projects assigned by the manager.

We are looking for people who

. Possess a Diploma or Degree qualification.

. Have at least 2-3 years of experience in insurance operations, claims servicing and customer service. Candidates with Professional Certification in Insurance (i.e.M9, M5, CHI, BCP, PGI) will be an added advantage.

. Possess good understanding of insurance claims processes and customer servicing principles.

. Demonstrate strong analytical and problem-solving skills.

. Have excellent written and verbal communication skills.

. Possess strong customer management, complaint handling and stakeholder engagement skills.

. Are proficient in CRM systems, Microsoft Office applications and operational systems.

. Demonstrate attention to detail, accountability, sound judgement and a customer-centric mindset.

. Have working knowledge of relevant regulatory and compliance requirements, including MAS guidelines and PDPA.