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About the Role
This role is ideal for an individual with strong operational expertise, particularly in suspense management, payment processing, and compliance oversight - who is passionate about continuous improvement and driving operational excellence.
The successful candidate will demonstrate strong technical competence, sound judgment, and the ability to balance strategic thinking with meticulous operational execution. This position also requires effective leadership, cross-functional collaboration, and the ability to develop and mentor team members.
1. Operational Leadership & Decision-Making
- Lead, guide, and develop a high-performing operations team through structured coaching, mentoring, and performance enablement.
- Provide training and knowledge-sharing sessions to uplift team capability and strengthen technical competencies in operational processes and suspense management.
- Exercise sound judgment to independently resolve daytoday operational issues, escalations, and decision points.
- Foster a strong culture of accountability, continuous improvement, and customer-centric service delivery.
- Partner closely with crossfunctional stakeholders (Finance, Compliance, IT, Customer Service, Product, etc.) to ensure smooth execution of endtoend operational workflows.
- Support management in planning, resource allocation, and workflow prioritisation to ensure timely completion of businessasusual (BAU) activities.
2. Operations - Daily BAU Management
- Oversee suspense account management with strong technical proficiency, ensuring accurate identification, allocation, and timely clearance of outstanding items.
- Ensure the accuracy and completeness of all incoming and outgoing payment processing, adhering strictly to regulatory, compliance, and company policies.
- Enforce AML/CFT standards for payment-related activities, including screening, red-flag identification, escalation procedures, and documentation.
- Review and approve daily operational transactions, ensuring appropriate controls and validations are in place.
- Coordinate with internal functions to investigate and resolve payment discrepancies, premium mismatches, or unallocated funds.
- Ensure smooth execution of billing, premium collection, refunds, adjustments, and related operational tasks.
3. Reporting, Data Analysis & Monitoring
- Maintain comprehensive and accurate operational records, ensuring readiness for audit review, regulatory inspection, and internal reporting requirements.
- Prepare detailed reports such as:
- Suspense clearance trends and ageing analysis
- Daily/weekly/monthly payment processing reports
- Operational KPI dashboards and exception summaries
- Conduct deep data analysis to identify process gaps, inefficiencies, and areas for optimisation.
- Monitor key performance indicators (SLAs, turnaround times, accuracy rates) to ensure operational excellence and improve service delivery.
- Provide analytical findings and insights to management to support decision-making and strategic planning.
4. Process Improvement, Governance & Documentation
- Review, enhance, and maintain Standard Operating Procedures (SOPs), ensuring alignment with best practices, regulatory requirements, and operational controls.
- Design, refine, and document endtoend workflow diagrams and process maps to provide clear visibility of workstreams, dependencies, and bottlenecks.
- Lead and participate in continuous improvement initiatives, including process reengineering, risk mitigation, and internal control strengthening.
- Partner with IT, Finance, and relevant departments to explore process automation, system enhancements, and digital solutions that reduce manual effort and improve accuracy.
- Contribute to projects involving system upgrades, process transformation, or new product launches from an operational standpoint.
Minimum Requirements
- Minimum 7 years of experience in insurance operations, billing & collection, suspense management or related operational functions.
- Strong technical knowledge in suspense management, reconciliations, and payment processing controls.
- Proven ability to work independently, make sound operational decisions, and manage time effectively.
- Demonstrated passion for operational excellence, process optimisation, and continuous improvement. Exceptional attention to detail with the ability to connect operational details to broader business impacts.
- Strong stakeholder management skills with the ability to collaborate crossfunctionally. Experience training, guiding, or mentoring team members.
- High proficiency in Microsoft Excel, PowerPoint, and Word for analysis, reporting, and documentation.
- Strong written and verbal communication skills with the ability to present information effectively.
- Familiarity with AML/CFT standards, payment compliance, and audit or regulatory requirements is a strong advantage.
