Head of Operations

5 days ago

Singapore Argyll Scott Full time

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. 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. 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. 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 . #J-18808-Ljbffr

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