Our client, a leading player in the financial services industry, is seeking a dynamic Head of Operations (AVP) to lead end-to-end insurance operations across Retail Life, High-Net-Worth Life, and General Insurance.
This is a strategic leadership role responsible for contact centre operations, new business & underwriting, policy servicing, claims, and customer experience transformation. The ideal hire is a seasoned operations leader who excels at driving efficiency, service quality, regulatory compliance, and digital enablement.
Key Responsibilities
Strategic Leadership & Governance
- Provide overall direction for operations, driving service excellence, operational efficiency, and customer satisfaction.
- Ensure full compliance with regulatory requirements, internal policies, and enterprise risk governance.
- Lead continuous improvement initiatives and spearhead automation & transformation projects.
New Business & Underwriting
- Oversee new business processing and underwriting across Life, Health, and ILP products.
- Ensure operational excellence, service turnaround, and strong alignment with underwriting philosophy.
- Partner with distribution teams to meet production targets and support new product launches.
Policy Servicing
- Drive high-quality servicing across all touchpoints with consistent adherence to service-level standards.
- Manage complex complaints and investigations, ensuring fair, timely, and prevention-focused outcomes.
Claims Leadership
- Ensure timely and accurate processing of claims with automation opportunities maximized.
- Manage appointment of external service providers (adjusters, medical partners, legal panels).
- Monitor claims trends and recommend strategies to improve loss ratios.
Customer Engagement & CX Transformation
- Lead pre-sales and post-sales service experience across all customer channels.
- Oversee operational support for corporate initiatives, UAT, process enhancements, and CX projects.
People & Resource Management
- Oversee manpower planning, recruitment, competency development, and leadership of the wider operations team.
- Build strong partnerships across internal business units and external stakeholders.
What We're Looking For
- Degree holder with 12+ years of insurance operations leadership experience.
- Deep understanding of life, health, and general insurance operations.
- Proven track record leading multi-function operations teams.
- Strong stakeholder management and ability to work with senior leadership.
- Excellent communication, analytical thinking, risk management, and problem-solving skills.
- Experience in process optimisation, automation, and customer service strategy design.
