Underwriting Operations & Customer Experience Manager - SG

Liberty Specialty Markets Singapore Pte Limited; Singapore; Presencial; SGD 120.000 - 180.000; Tempo integral

Resumo da vaga

Liberty Specialty Markets Singapore Pte Limited is seeking an Underwriting Operations & Customer Experience Manager in Singapore. You will lead underwriting operations and drive improvements in customer journeys across Singapore, collaborating with regional teams to deliver better processes and service standards.

The role emphasizes leadership, stakeholder management and a proactive approach to identifying opportunities and delivering outcomes in a financial services environment.

Qualificações

• Customer-focused operations leadership experience.
• Experience in general insurance or financial services operations.
• Desirable certifications such as Lean Six Sigma, PMP, PRINCE2 or PROSCI.
• Strong stakeholder management and leadership capabilities.

Responsabilidades

• Lead underwriting operations across Singapore and support APAC where relevant.
• Improve customer journeys and operational performance.
• Oversee governance, systems, workflows, controls and quality assurance.
• Drive continuous improvement, automation and offshoring where applicable.
• Develop and coach the team with clear goals, feedback and training opportunities.
• Ensure operations meet legal, statutory and corporate requirements.

Conhecimentos

Customer focus

Stakeholder management

Leadership

Communication

Analytical thinking

PC-based systems (Outlook/Excel/Power)

Formação

Lean Six Sigma / PMP / PRINCE2 / PROSCI

Ferramentas

Rulebook

Rating tools

OQS

GENIUS

Descrição da vaga

General information

Country: Singapore

Creation Date: 28-Jul-2026

Employment Type: Permanent

Employment Type: Full time

Ref #: 1234573325

Description & Requirements

Underwriting Operations & Customer Experience (CX) Manager - Singapore

Department: Underwriting Operations

You'll have the opportunity to shape how underwriting operations work and how customers experience them across Singapore. By improving processes, systems and service delivery, you can make a meaningful contribution to business outcomes while helping teams do their best work. At Liberty, you'll work closely with colleagues and leaders across the region, with the scope to lead strategic change, strengthen customer experience and build a culture of continuous improvement. If you're ready to bring people together around better ways of working, read on to find out more!

Key responsibilities:

As the Underwriting Operations & Customer Experience Manager, you will lead underwriting operations across Singapore and, where relevant, support operations in other Asia Pacific regions. You'll partner with senior leaders and teams across the business to improve customer journeys, operational performance and delivery. Your responsibilities will include:

• Aligning operational priorities with the organisation's strategic goals and supporting the delivery of business initiatives.
• Overseeing underwriting operations processes and governance, including systems, workflows, controls and quality assurance.
• Improving the end-to-end customer experience by using customer feedback, managing escalations and strengthening service standards and turnaround times.
• Leading systems and workflow transformation across tools and platforms, including Rulebook, rating tools, OQS and GENIUS.
• Managing and developing your team through clear goals, coaching, feedback, mentoring and training opportunities.
• Driving continuous improvement, automation and offshoring initiatives, including process redesign, capacity and transition planning, training and ongoing support.
• Working with business leaders, delivery centres and regional and global operations teams to deliver changes, share knowledge and apply best practices.
• Leading annual operational planning and supporting monthly financial reporting where required.
• Ensuring operations meet Liberty Mutual's legal, statutory and corporate requirements.

About You:

You'll bring a customer-focused, collaborative approach and the ability to guide people and operations through change by:

Strong customer service and senior stakeholder management capabilities.

Leadership skills, including the ability to coach, mentor, motivate and guide team members.

Clear written and verbal communication, with confidence building relationships and influencing others.

Strong judgement and decision-making skills, supported by analytical and investigative thinking.

The ability to prioritise effectively, manage time and maintain accuracy and attention to detail.

Initiative and a proactive approach to identifying opportunities and driving outcomes.

Business, financial and market awareness.

Experience in general insurance, financial services operations or a related environment.

Confidence using PC-based systems and applications, including Microsoft Outlook, Word, Excel and PowerPoint, and database systems.

Relevant tertiary qualifications or certifications, such as Lean Six Sigma, PMP, PRINCE2 or PROSCI, would be desirable.