Head of FA Partnerships

  • Job category
    Customer Service, Information Technology, Insurance
  • Job level
    Junior Executive
  • Contract type
    Permanent, Full Time
  • Location
  • Salary
    S$5000 - S$8000

Job Description

About PolicyPal

PolicyPal is an insurtech company that empowers consumers to start their financial journey through gamified reward-based learning. With over 100,000 users, PolicyPal is building on technology to transform protection and financial services for consumers, financial advisers and insurers across the entire insurance industry. With PolicyPal, your all-in-one insurance platform, embark on the life-long journey to Learn, Plan, Protect and Grow your financial portfolio.

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.


  • 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.


  • 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

Closing on 07 Feb 2021

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