General information

Country: Singapore

Creation Date: 28-Jul-2026

Employment Type: Permanent

Employment Type: Full time

Ref #: 1234573325

Description & Requirements

Underwriting Operations & Customer Experience (CX) Manager - Singapore

Department: Underwriting Operations

You'll have the opportunity to shape how underwriting operations work and how customers experience them across Singapore. By improving processes, systems and service delivery, you can make a meaningful contribution to business outcomes while helping teams do their best work. At Liberty, you'll work closely with colleagues and leaders across the region, with the scope to lead strategic change, strengthen customer experience and build a culture of continuous improvement. If you're ready to bring people together around better ways of working, read on to find out more!

Key responsibilities:

As the Underwriting Operations & Customer Experience Manager, you will lead underwriting operations across Singapore and, where relevant, support operations in other Asia Pacific regions. You'll partner with senior leaders and teams across the business to improve customer journeys, operational performance and delivery. Your responsibilities will include:

• Aligning operational priorities with the organisation's strategic goals and supporting the delivery of business initiatives.
• Overseeing underwriting operations processes and governance, including systems, workflows, controls and quality assurance.
• Improving the end-to-end customer experience by using customer feedback, managing escalations and strengthening service standards and turnaround times.
• Leading systems and workflow transformation across tools and platforms, including Rulebook, rating tools, OQS and GENIUS.
• Managing and developing your team through clear goals, coaching, feedback, mentoring and training opportunities.
• Driving continuous improvement, automation and offshoring initiatives, including process redesign, capacity and transition planning, training and ongoing support.
• Working with business leaders, delivery centres and regional and global operations teams to deliver changes, share knowledge and apply best practices.
• Leading annual operational planning and supporting monthly financial reporting where required.
• Ensuring operations meet Liberty Mutual's legal, statutory and corporate requirements.

About You:

You'll bring a customer-focused, collaborative approach and the ability to guide people and operations through change by:

Strong customer service and senior stakeholder management capabilities.

Leadership skills, including the ability to coach, mentor, motivate and guide team members.

Clear written and verbal communication, with confidence building relationships and influencing others.

Strong judgement and decision-making skills, supported by analytical and investigative thinking.

The ability to prioritise effectively, manage time and maintain accuracy and attention to detail.

Initiative and a proactive approach to identifying opportunities and driving outcomes.

Business, financial and market awareness.

Experience in general insurance, financial services operations or a related environment.

Confidence using PC-based systems and applications, including Microsoft Outlook, Word, Excel and PowerPoint, and database systems.

Relevant tertiary qualifications or certifications, such as Lean Six Sigma, PMP, PRINCE2 or PROSCI, would be desirable.

What's Next:

If you believe you can make a positive contribution to our team and want to be part of Liberty's exciting future, we would love to hear from you. Please include an updated resume, and we will take it from there. Apply now!