Job Description
About The Role
Accenture is seeking an experienced Insurance Operations Associate Manager to lead end-to-end service delivery across multiple insurance policy servicing workstreams supporting the Singapore and Hong Kong markets. This leadership role is responsible for driving operational excellence, delivering against client commitments, leading transformation initiatives, and developing high-performing teams within a dynamic business process services environment. The successful candidate will serve as a key client-facing leader, overseeing service delivery outcomes, workforce strategy, process optimization, and stakeholder management while ensuring operational, financial, and customer satisfaction objectives are consistently achieved.
Key Responsibilities
Own and manage end-to-end service delivery across multiple insurance policy servicing workstreams supporting Singapore and Hong Kong operations.
Lead client governance meetings, business reviews, and operational discussions while serving as the primary escalation point for client and internal stakeholders.
Drive operational performance against contractual commitments, including service level agreements (SLA), quality standards, productivity targets, compliance requirements, and financial objectives.
Develop and execute workforce planning strategies, including capacity planning, succession planning, recruitment, employee engagement, coaching, and talent development.
Provide leadership and direction to Team Leads, Subject Matter Experts (SMEs), and operations teams to ensure consistent delivery excellence and achievement of business goals.
Identify and implement transformation opportunities, leveraging process improvement methodologies, automation solutions, and continuous improvement initiatives to enhance operational efficiency.
Monitor business performance metrics, analyze trends, and implement corrective actions to address service gaps and improve customer outcomes.
Required Qualifications
Minimum 7–10 years of experience in insurance operations, shared services, business process outsourcing (BPO), or service delivery management, including leadership responsibilities.
Proven experience managing large operational teams (50-80 headcounts, including 5-6 Ops Leads) and multiple workstreams within a client-facing environment.
Strong understanding of insurance policy servicing operations, policy administration processes, and operational controls.
Demonstrated experience managing performance against SLA, quality, productivity, compliance, and financial targets.
Strong stakeholder management, client relationship management, and executive communication skills.
Ability to lead transformation programs, process optimization projects, and continuous improvement initiatives.
Strong proficiency in English is required as this role involves regular communication with English-speaking clients and stakeholders across Singapore and Hong Kong.
Preferred Qualifications
Experience leading automation, digital transformation, or workflow improvement initiatives.
Familiarity with insurance policy administration systems and business process management tools.
Strong analytical skills with the ability to translate operational data into business insights and actionable recommendations.
