The AVP, Concierge Services leads the delivery of GMCC's concierge experience, ensuring customers receive timely, coordinated, and high-quality support across their healthcare journey. The role drives service excellence, oversees complex case management and recovery, and champions initiatives that strengthen customer trust and engagement, positioning Great Eastern as a trusted healthcare partner. This role reports to VP, Concierge Management.
- Lead GMCC concierge services to deliver a seamless, high-quality healthcare journey for customers.
- Serve as a key escalation point for complex cases, ensuring timely and effective resolution.
- Drive service recovery efforts to address customer and agency feedback with strong ownership and empathy.
- Establish and uplift concierge service standards, training frameworks, and communication protocols.
- Drive continuous improvement in service delivery, responsiveness, and turnaround times.
- Provide concierge support including specialist recommendations, appointment coordination, and urgent case facilitation.
- Support development of customer-facing content and enhancements across GMCC platforms.
- Collaborate with internal teams and departments to ensure a coordinated customer journey.
- Mentor and develop team members to strengthen customer experience and service delivery capabilities.
- Diploma or Degree in Business, Healthcare, Communications or related fields.
- At least 8 years of experience in healthcare, insurance operations, customer experience, provider relations or related fields.
- Demonstrate strong customer-centricity with a passion for delivering high-quality service and positive outcomes
- Have proven experience in handling complex customer situations and leading service recovery effectively.
- Communicate confidently and professionally, with the ability to engage both customers and agency stakeholders, as well as medical professionals.
- Show good judgement and decision-making in fast-paced, service-oriented environments.
- Possess strong organisational and project management skills, with the ability to drive initiatives independently
How you succeed
- Champion and embody our Core Values in everyday tasks and interactions.
- Demonstrate high level of integrity and accountability. Take initiative to drive improvements and embrace change.
- Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
- Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.
Who We Are
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei.
The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of AA- by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia.
Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world's most highly-rated banks, with an Aa1 rating from Moody's and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World's Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
To All Recruitment Agencies
Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.
Work Locations
SG-GE Centre
Job
Insurance Operations
