Insurance Operations Manager

About Igloo 

Igloo (formerly Axinan) is the first full-stack insurtech firm to emerge from Singapore. With offices across Singapore, Indonesia, Thailand, the Philippines, Vietnam, Malaysia, China and India, Igloo is fueled by a mission of making insurance accessible and affordable for all. Igloo’s innovation solutions empower companies to eliminate operational risk, drive new revenue streams and optimise and enhance their existing products and services. With a successful Pre-Series C fund round of US$36 million in Dec 2023, Igloo has now raised over US$100 million. The leading regional insurtech firm looks to expand regionally with strategic acquisitions and hiring great talent. 

As a passionate team building meaningful solutions to make an impact, we are looking for like-minded individuals to join us at Igloo. At our core, we prioritise teamwork and foster a culture built on strong collaboration and we are looking for talented people like you.

About the role

The Operations Manager will play a critical role in bridging the gap between business development activities and the operational execution of insurance products. This position will be responsible for overseeing the local operations team in the Philippines, ensuring seamless coordination of claims processing, after-sales support, and customer service. The role requires a deep understanding of regulatory compliance, especially in alignment with the Insurance Commission of the Philippines, as well as a strong ability to support other regional offices in Southeast Asia.

Job Responsibilities

Operational Leadership:

• Oversee the day-to-day operations of the local team, including claims processing, customer service, and after-sales support.
• Develop and implement process flows that ensure efficiency, accuracy, and compliance with local and regional regulations.
• Manage the performance and development of the operations team, fostering a culture of continuous improvement and excellence.

Business Integration:

• Collaborate closely with the Commercial Business Development Manager and Head of Placement to ensure smooth transition from deal closure to operational execution.
• Work with cross-functional teams, including IT, Sales, Marketing, and Finance, to align operational processes with business objectives.
• Regulatory Compliance:
• Ensure all operations adhere to the regulations set forth by the Insurance Commission of the Philippines and other relevant regulatory bodies across Southeast Asia.
• Develop and maintain comprehensive compliance protocols to mitigate risks and ensure adherence to local and regional insurance laws.

Claims Management:

• Oversee the claims processing function, ensuring timely and accurate handling of claims in line with company policies and client expectations.
• Implement best practices for claims assessment, validation, and negotiation, ensuring a fair and efficient process.

Customer Service Excellence:

• Lead the customer service team in delivering high-quality support to clients, focusing on client satisfaction and retention.
• Develop and monitor key performance indicators (KPIs) to measure customer service success and drive improvements where necessary.

Regional Support:

• Provide operational support to other Southeast Asia offices, sharing best practices and ensuring consistent operational standards across the region.
• Collaborate with regional teams to develop and implement scalable processes that support business growth.

Reporting & Analysis:

• Maintain detailed records and reports on operational activities, claims data, and customer service metrics.
• Provide regular updates and insights to senior management, highlighting areas of improvement and success.

Continuous Improvement:

• Identify opportunities for process improvements, leveraging technology and industry best practices to enhance operational efficiency.
• Lead or participate in projects aimed at improving operational capabilities and delivering better outcomes for clients and partners.

Qualifications:

• Bachelors degree in Business Administration, Operations Management, or a related field.
• At least 5 to 7 years of experience in operations management within the insurance or financial services industry.
• Strong knowledge of insurance products, claims processes, and regulatory compliance in the Philippines.
• Experience leading teams and managing cross-functional projects.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Experience with regional operations, particularly in Southeast Asia, is a plus.