Manager - Insurance Operations

About the role

Lead the combined Placement and Policy Servicing value stream in the Philippines, delivering accurate, timely, compliant, and client‑focused operational support across the insurance lifecycle. The role is accountable for day‑to‑day team leadership, service performance, quality, controls, stakeholder coordination, and continuous improvement.

Key responsibilities

• Set team strategy, operating cadence, service standards and priorities for placement and policy servicing activities.
• Coach, develop and manage performance of team members, including hiring, onboarding and succession planning.
• Oversee placement support activities, act as escalation point for complex cases and ensure operational requirements are embedded in workflows.
• Lead end‑to‑end policy administration support, ensuring accurate records, timely issuance, endorsements, renewals and billing.
• Maintain adherence to internal policies, governance, and Philippine/regional regulatory obligations; drive audit readiness and closure of findings.
• Partner with brokers, insurers, clients and internal functions to resolve servicing issues and provide transparent reporting on SLA performance.
• Drive process improvement, standardisation, automation and workflow optimisation using performance data and root‑cause analysis.

Required profile

• Significant experience in insurance operations, broking, placement support or policy administration.
• Demonstrated people‑leadership experience including performance management, coaching and capacity planning.
• Solid understanding of the insurance policy lifecycle and placement processes, preferably with P&C, specialty or reinsurance exposure.
• Working knowledge of operational controls, governance, documentation standards and relevant regulatory requirements.
• Proven ability to manage competing priorities, meet deadlines and resolve complex issues in a fast‑paced environment.
• Bachelor’s degree or equivalent professional experience in insurance, business or related discipline.