Susanna Tan
Summary
Highly organized and dependable individual with a proven track record of effectively managing multiple priorities while maintaining a positive attitude. Demonstrated willingness to take on additional responsibilities to contribute to the achievement of team goals.
Overview
25
25
years of professional experience
Work History
Distribution Review Manager (Manager, Compliance)
Prudential Assurance Company Singapore (Pte) Ltd
06.2024 - Current
- Administering the Fit and Proper Framework for New Hire and continuously make changes to the framework according to industry’s and regulator’s needs.
- Stay informed about the Fit and Proper Framework, consultation papers and new pronouncements. Ensure that these updates are incorporated into the procedures and disseminated to relevant key stakeholders.
- Provide sound assessment and recommendations on new candidates with adverse findings/issues and existing representatives that are placed on enhanced monitoring.
- Provide support and advice to business on matters relating to ongoing due diligence of existing representatives.
- Conduct reference check on ex-representatives of the companies upon the requests of other Financial Institutions or non-Financial Institutions.
Market Conduct Investigator (Manager, Compliance)
Prudential Assurance Company Singapore (Pte) Ltd
06.2018 - 06.2024
- Investigate into complaints or allegations of misconduct in a fair, independent and prompt manner.
- Conduct complaint investigations in a thorough and fair manner while keeping to the agreed turnaround time.
- Mete out the prescribed sanction(s) in accordance with the internal policy for any breaches of sales conduct by the distribution channels.
- Engage customers and distribution channels to obtain information for a fair and thorough assessment of alleged misconduct.
- Maintain discipline and compliance to prescribed market and business conduct for the distribution channels.
- Competent and conversant with the relevant contents and requirements of applicable regulations, industry standards, Regional Compliance Standards and the Company’s rules.
- Administer a fair and transparent disciplinary and appeal process, including taking appropriate sanctions.
- Conducted Compliance training to newly inducted Representatives
Business Analyst (Manager, Distribution Support Services)
Prudential Assurance Company Singapore (Pte) Ltd
12.2008 - 06.2018
- Provide maintenance & support to the business sales systems used by the agency and partnership sales distribution channels
- Continuous review on applications for process improvement and workflow enhancement
- Prepare business requirement & submit work request for application enhancements
- Liaison with system development team to ensure the effective and timely delivery of enhancements
- Prepare communications on system implementation and launch to the sales force
- Conduct post-implementation monitoring to ensure enhancements are successfully rolled out
- Provide enquiries support & resolve any production issues with level 2 support. This includes raising System Discrepancy Forms, UAT of hotfixes between launches, sign off and conduct post deployment verifications to ensure smooth deployments of fixes
- Setup workflow processes & Standard Operating Procedure to ensure the entire enhancement process is effectively managed
- Provide business lead support for cross-department initiatives relating to the sales tools and systems
- Prepare business statistics reports for management reporting purpose
- Participate in the business testing for project initiatives relating to the sales tools used by the sales distribution channels
- Collecting and reviewing feedback by the sales force either via face to face meet ups or through written means and review any suggestions for enhancing the business sales systems or liaise cross departments to review for enhancements
Assistant Manager (Policy Services)
AIA Co Ltd
07.2004 - 12.2008
- Provide administrative support like process policy changes requests for traditional and investment linked policies to both policyholders and Financial Services Consultants
- Team Leader to a group of 6, developing their strengths to achieve KPI on closing of submitted requests
- Actively involved in initiative to pilot the outsourcing of customers’ cheque payouts to a major bank in Singapore
Customer Service Officer
Insurance Corporation of Singapore Pte Ltd
08.2000 - 06.2001
- Process walk-in and call-in policyholders’ and Financial Services Consultants’ requests for policy servicing e.g. obtain policy loans, surrender policies, explain policy details etc.
- Obtain and report feedback from customers to the management and improve on customer service experience for policyholders and Financial Services Consultants
Education
Bachelor of Business - Business Administration (Marketing)
RMIT University
12.2003
Diploma - Business Studies (Marketing)
Ngee Ann Polytechnic
05.2000
Skills
- Knowledge of insurance regulations
- Complaint investigation expertise
- Thorough and methodical
- Critical thinking and precision
- Stakeholder engagement
- Task prioritization
- Collaborative decision-making
- Clear and concise communication
- Strong interpersonal skills
- Interdepartmental collaboration
- Effective policy execution
- Strategic stakeholder communication
Timeline
Distribution Review Manager (Manager, Compliance)
Prudential Assurance Company Singapore (Pte) Ltd
06.2024 - Current
Market Conduct Investigator (Manager, Compliance)
Prudential Assurance Company Singapore (Pte) Ltd
06.2018 - 06.2024
Business Analyst (Manager, Distribution Support Services)
Prudential Assurance Company Singapore (Pte) Ltd
12.2008 - 06.2018
Assistant Manager (Policy Services)
AIA Co Ltd
07.2004 - 12.2008
Customer Service Officer
Insurance Corporation of Singapore Pte Ltd
08.2000 - 06.2001
Diploma - Business Studies (Marketing)
Ngee Ann Polytechnic
Bachelor of Business - Business Administration (Marketing)
RMIT University
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