Head of FA Partnership

PolicyPal

Singapore
  • Job Type: Full-Time
  • Function: Business Dev
  • Post Date: 02/06/2021
  • Website: policypal.com
  • Company Address: , Singapore

About PolicyPal

Started in 2016, PolicyPal aims to address challenges faced by consumers when purchasing insurance. As insurtech evolves and grows with the adoption of new technology-driven innovations, we want to reflect these changing times.
In 2017, PolicyPal graduated from the Monetary Authority of Singapore’s fintech regulatory sandbox. Our journey did not stop there, and we continued to increase our range of innovative solutions for our insurance partners and for our clients.
Over the years, we have constantly improved our processes to provide a better experience for our clients. Our mission is to help people make the right choice for their protection needs and provide affordable financial products to them.

Job Description

About PolicyPal

  • PolicyPal is an insurtech company that empowers consumers to start their financial journey through a gamified reward-based learning. With over 100,000 consumers, PolicyPal is building technology to transform protection and financial services for consumers, financial advisers and insurers across the entire insurance industry. Learn, plan, protect and grow your finances, all-in-one insurance platform for financial freedom.

You will Be...

  • The Keeper of Partner Happiness. You will define how PolicyPal engages our consumers through customer support, inside sales and our partnerships with Financial Advisors. You will lead at the core of how we surprise and delight our customers to keep them coming back. The Head of FA Partnership leads a multi-faceted day, where decision-making, coaching, critical thinking, communicating, and organizing are crucial qualities to have as an individual with ownership over the PolicyPal client experience. As a team-player, the Head of FA Partnership will regularly collaborate and liaise with marketing, product, inside sales and financial advisory partners.

Responsibilities

  • Managing our inside sales and client experience team.
  • Develop a comprehensive FA Partnership vision and strategy.
  • Develop and manage FA Partnership KPIs, sales team’s targets and reporting processes.
  • Thinking proactively about our clients’ needs and wants.
  • Drive change management, enhance processes to optimize resources and attain buy-in from stakeholders to achieve established business goals.
  • Ensure every interaction between PolicyPal and customers/partners is positive and professional.
  • Training and supporting the FA Partnership team to have a standard of excellence, including but not limited to routine ticket and chat quality assessment to identify areas of strength and improvement.
  • Ensure that Hubspot, the central hub for all customer support, is constantly updated and maintained.
  • Updating and reporting on KPIs through HubSpot Insights.
  • Identify and implement internal processes enabling PolicyPal to consistently deliver exceptional customer service and increase operational efficiency.
  • Routinely monitoring customer & product feedback through the various channels; communicating findings to the Marketing team and Product team to better inform product development and sales strategy.
  • Always thinking outside the box to ensure that our customer-facing and back-of-house support operations continue to add value to our customers.
  • Collaborating with the Marketing team to build a storytelling strategy.
  • Strategizing with the Marketing team on creative retention efforts to increase loyalty.
  • Escalating web issues gleaned through customer feedback to the Tech team.
  • Communicating with our Finance team on the commissions.

Requirements

  • At least 6 years of experience in customer service or sales, preferably in insurance industry.
  • At least 3 years of experience in leading a team.
  • Demonstrated ability to be a good team player and execute effectively across multiple functions and levels of the organization.
  • Passionate about Customers and represent the voice of the customers.
  • A general understanding of the Insurance industry.
  • Solid analytical and decision-making skills.
  • Strong communication, interpersonal and presentation skills.
  • In-depth understanding of Customer journey mapping and/or possesses process mapping experience.
  • Self-motivate, proactive and result oriented.
  • Remuneration will commensurate with experience.
  • We regret to inform that only suitable applicants will be contacted for an interview.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.