Singlife’s HR Reinvention at Scale

Why Singlife Wanted a Change?

Following the merger of Aviva Singapore and insurtech Singlife, the company faced a critical challenge: disparate HR systems that limited visibility, consistency, and employee experience. Singlife wanted more than a new system; it aimed to transform HR operations end-to-end with automation, accountability, and AI-readiness. Enter Darwinbox: a unified, future-ready platform built to power a modern workforce.

Singlife’s Major Wins with Darwinbox

• 100% Helpdesk adoption through centralized ticketing and structured SLAs

• 90% SLA achievement, with average first response under 2 hours

• 70% of HR operations automated across departments

• 13,000+ HR transactions processed in 2023–2024

• 80% employee satisfaction with faster resolutions and greater transparency

Key Results & Future Path

With Darwinbox, HR at Singlife evolved from manual and reactive to automated and proactive. Teams now operate with complete visibility, faster decision-making, and a mindset of continuous improvement.

Our team’s mindset has completely shifted. In the past, systems were just to record data. Now, the team actively seeks more automated ways of working.

Tina Nguyen, Vice President, People Systems & Analytics, Singlife

Building on its success, Singlife is preparing for the next phase of transformation with Darwinbox’s AI capabilities:

• Smart chatbots for routine query management

• Predictive task routing based on workload and skills

• AI-driven performance reviews and personalized employee journeys