Location: Singapore, NA, Singapore
Industry: Insurance
Salary: SGD 120,000 per year

Role Overview

We are seeking an Operations Manager (VUL) to lead end-to-end operational delivery for Variable Universal Life (VUL) insurance, ensuring efficient, compliant and customer-focused processes. You will oversee policy administration, new business and underwriting support, premium collection, servicing, claims liaison and operational controls, driving continuous improvement and service excellence.

Key Responsibilities

• Manage day-to-day VUL operations, including new business processing, policy issuance, alterations, fund switches, surrenders, withdrawals and reinstatements.


• Lead and develop an operations team; set performance goals, provide coaching and manage capacity planning.


• Own operational KPIs (turnaround time, accuracy, quality, complaints, productivity) and implement corrective actions.


• Ensure adherence to MAS regulations, internal policies, AML/CFT requirements, data privacy and conduct standards.


• Strengthen controls across reconciliations, pricing/charges application, unit pricing interfaces, and exception handling; support audits and regulatory requests.


• Partner with Product, Compliance, Risk, Finance, IT and Distribution to resolve issues and deliver operational readiness for new initiatives.


• Drive process optimisation, automation and digitalisation (workflow, RPA, straight-through processing) and maintain robust SOPs.


• Oversee vendor/outsourcing performance where applicable, including service levels and governance routines.


• Manage incident, error and complaint root-cause analysis, including remediation and preventive controls.

Requirements

• Degree in Business, Finance, Operations, or a related discipline.


• At least 6–10 years’ experience in life insurance operations, with strong exposure to VUL/unit-linked products.


• Proven people leadership experience, including performance management and team development.


• Sound knowledge of policy administration systems, operational risk and control frameworks, and MAS regulatory expectations.


• Experience with process improvement methodologies (Lean/Six Sigma desirable) and delivering change in a regulated environment.


• Strong analytical skills and confident use of Excel and reporting dashboards; ability to interpret operational data and trends.


• Excellent stakeholder management, communication and documentation skills in an operational setting.


• High attention to detail, strong governance mindset, and ability to manage competing priorities to meet deadlines.

What Success Looks Like

• Consistently met or exceeded service level targets with reduced errors and rework.


• Improved customer outcomes through streamlined servicing and effective issue resolution.


• Stronger operational controls, audit readiness and clear, up-to-date procedures.