Job Location: Singapore
About the Role:
Underwriting Operations & Customer Experience (CX) Manager, Singapore role contributes to the growth and profitability of the assigned product lines by designing and implementing operational strategies, refining operating models and improving processes to deliver business outcomes. This role leads the Underwriting operations resources across Singapore with dual line reporting where required in other regions. This role is responsible for leading strategic initiatives, embedding a culture of continuous improvement and driving performance and service delivery excellence across the Singapore product lines.
Key Responsibilities:
- In conjunction with senior management, align and drive the wider strategic goals of the organisation.
- Responsible for the overall Underwriting Operations processes for Singapore and where relevant, lines in other part of LII Asia Pacific.
- Design and elevate the end-to-end customer experience across all underwriting touchpoints. This includes optimising customer journeys, acting on voice-of-customer insights, and ensuring service standards and turnaround times consistently meet or exceed expectations.
- The role partners closely with key stakeholders to strengthen relationships, resolve escalations and embed CX as a core measure of operational success across the Singapore product lines.
- In conjunction with the Singapore senior management team and Operational Leaders across APAC, LII and GRS, provide direction and supervision to implement the goals and priorities of product development, product management, operations and systems, training and development of staff.
- Responsible for the end-to-end management and governance of internal underwriting operations including systems management and workflow transformation (including Rulebook, rating tools, OQS, GENIUS, other systems as relevant).
- Partner with relevant business unit leaders and functional department leaders, to ensure strategic objectives are understood and initiatives are delivered on time and efficiently to achieve business outcomes.
- Lead and manage a team of direct reports, and where applicable, dual reporting lines. Effectively set appropriate goals, provide regular coaching and feedback, identify training & development opportunities, mentor and lead by example whilst ensuring adequate communication across the team.
- Liaising with the broader LII APAC, LII and GRS Operations team, other lines of business within Asia Pacific and other regions to implement cross-regional system and process changes for Underwriting Operations as well as ensure knowledge transfer and shared best practice.
- Responsible for ongoing efficiency initiatives for Underwriting Operations: Lead strategic offshoring and automation initiatives for assigned specialty product lines – feasibility assessments, process re-engineering, capacity planning, transition planning, training, etc., working closely with the delivery centres and global BPO's to ensure seamless migrations and deliver continued onshore support.
- As part of the integrated business unit at all times drive continuous improvement and implements best practice in UW Operations, aligning to right work right desk principles, controls and quality assurance.
- Lead the annual planning process for UW Operations and support monthly financial reporting where required.
- Demonstrate behaviour at all times in line with Liberty Mutual core values.
- Ensure compliance with all Liberty Mutual legal, statutory and corporate affairs requirements.
- Taking responsibility and showing initiative in the development of your technical and soft skills.
- Continuing to seek improvement of the product and of self by the continuous improvement of practices and processes.
- Perform other related duties as assigned by management.
Key Skills:
- Advanced attention to detail and accuracy skills
- High level of customer service and stakeholder management at a senior level
- Advanced prioritisation and time management skills
- Strong verbal and written communications skills
- Strong decision-making skills
- High ability to show initiative and be proactive
- Driving relationship building & influencing skills
- Strong business, financial and market acumen awareness/understanding
- Demonstrated ability to drive for results and focus on outcomes
- Strong analytical skills
- Investigative, inquisitional and research skills
- Proven ability to supervise, mentor and motivate less experienced employees and provide on the job guidance and training
- Strong leadership skills
- Strong delegation skills
Experience & Qualification Requirements:
- Significant previous relevant experience in the General (non-Life) Insurance industry advantageous, (or significant operations experience in a financial services industry.)
- Excellent working knowledge of PC based systems and applications such as Outlook, Microsoft Word, Excel, PowerPoint and database systems for managing contacts, schedules and calendars is required.
- Tertiary qualifications in a related discipline would be desirable
- Relevant certifications would be desirable (e.g. Lean Six Sigma, PMP, PRINCE2, PROSCI)
- Previous relevant experience in a senior management role desirable
