Head of Operations

FWD SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 150,000; Full time

Job summary

A leading insurance company in Singapore is seeking an experienced professional to lead and manage insurance operations. This role requires at least 12 years of experience in insurance operations, with a strong focus on compliance, customer service, and process improvement. The ideal candidate will demonstrate excellent leadership abilities and a deep understanding of the insurance industry. Competitive compensation and opportunities for professional development are included.

Qualifications

• At least 12 years of experience in insurance operations and process improvement.
• Proven records in team leadership.

Responsibilities

• Lead and manage the insurance operations of retail life, HNW life and GI.
• Ensure compliance with regulatory requirements and company policies.
• Drive service delivery and production targets.
• Manage customer engagement and claims processing.

Skills

Strong knowledge in insurance and operations

Experience in managing operations teams

Good understanding of regulatory requirements

Excellent communication skills

Analytical and problem-solving skills

Strong negotiation skills

Education

Degree holder

Job description

PURPOSE

This role will be expected to lead and manage the insurance operations of retail life, HNW life and GI business covering contact centre, new business underwriting and ops, policy servicing and claims.

KEY ACCOUNTAIBILITIES

• Provide strategic leadership to ensure delivery of excellent customer service experience and operations efficiency.
• Ensure our operations are compliance with regulatory requirements and company policies.
• Ensure that all functions are compliance with Company’s risk governance and philosophy by proactively setting appropriate risk management procedures and controls.
• Achieve operations efficiency through constant review of processes, identify opportunity to transform and automate.
• Manage implementation of IT solutions for all operational processes.
• Perform business and resource planning which includes staff recruitment.
• Provide guidance and set development programs to build competency of the team.
• Support new product launches and all corporate initiatives to ensure smooth delivery.
• Ensure financial targets and other agreed key performance indicators are achieved.
• Develop strong stakeholder management and partnerships with key stakeholders for all distribution channels.
• Maintain good working knowledge of industry trends, products, relevant laws and regulations.

New Business & Underwriting

• Provide oversight of new business operations and underwriting, ensuring compliance, risk governance, and operational excellence across life, health, and investment-linked products.
• Work closely with Underwriting team to maintain competitiveness and ensure alignment with Group Underwriting Philosophy.
• Drive service delivery and production targets in partnership with distribution teams, while fostering talent development through training and competency programs.
• Support new product launches and corporate initiatives by establishing robust underwriting frameworks and operational processes.

Policy Servicing

• Ensure consistent high quality customer services meeting or exceeding required service levels and turnaround times.
• Ensure customer’s complaints are managed with agreed internal processes and collaboration with various stakeholders to achieve reasonable and fair outcomes.
• Involve in complex customer’s complaints and investigation to resolve errors and prevent similar repeated errors.

Claims

• Ensure all claims processing are processed in a timely and automation processes to be put in place when necessary.
• Ensure appointments of service partners such as adjusters, solicitors, lawyers, doctors and investigators are within the compliance of authority rules, regulation, statute law and other procedural reference.
• Monitor claims volumes to provide recommendations and solutions on minimising claims loss ratios.
• Build strong relationship with service partners to ensure timeliness and high service quality.

Customer Engagement

• Drive excellence in pre-sales and post-sales services across all customer touchpoints to deliver superior experiences for customers, financial advisors, and partners.
• Provide oversight for corporate initiatives, UAT, and customer experience improvement projects, ensuring alignment with organizational objectives and compliance with financial budgets and KPIs.

QUALIFICATIONS / EXPERIENCE

• Degree holder
• At least 12 years of experience in insurance operations and process improvement
• Proven records in team leadership

KNOWLEDGE, SKILLS & ABILITY

• Strong knowledge in insurance and operations.
• Experience in managing different functions of operations teams.
• Good understanding of regulatory related to life, health and general insurance.
• Demonstrated ability to design and implement customer service strategies that enhance satisfaction, loyalty, and retention across multiple channels (online and offline).
• Strong track record in managing complex customer relationships, balancing customer needs with business objectives to deliver fair and sustainable outcomes.
• Good verbal and written communication skills.
• Excellent leadership ability
• Excellent interpersonal skills and relationship management skill to work with senior management.
• Good analytical, problem solving and decision-making skills
• Risk management skills
• Strong negotiation skills with external partners.
• Analytical skills and attention to detail, with the ability to think laterally around issues, proposing solutions where required.