Manager, Operations Excellence

About the role

This role manages and delivers day 2 insurance product features after launch, keeping operations effective, compliant and customer focused. It bridges Operations, Product and Technology to support ongoing product changes, enhancements, issue resolution and the lifecycle management of complex life insurance products. The position is hybrid.

Key responsibilities

• Day 2 product feature management: oversee post-launch features, enhancements, regulatory updates and customer-driven changes, ensuring operational feasibility and compliance while maintaining a clear understanding of product logic and dependencies.
• Change and enhancement delivery: lead requirement gathering and impact analysis, coordinate UAT and implementation, minimise disruption, and prioritise enhancements by risk and business value.
• Production issue and defect management: oversee resolution of issues, perform root cause analysis, monitor recurring issues and drive prevention, and communicate effectively with stakeholders.
• Stakeholder management: collaborate with Product, Technology, Risk, Compliance and Operations teams, represent Operations in governance forums and provide operational insights and risk assessments.
• Continuous improvement: drive process improvement and automation, enhance customer experience and efficiency, and support digital transformation initiatives.

Required profile

• Bachelor's degree in a relevant discipline.
• At least 10 years of experience in life insurance operations, product management or change delivery.
• Strong experience in day 2 product management.

Required skills

• Product knowledge
• Project management
• Analytical skills
• Stakeholder management
• Attention to detail