Brokerage Operations Manager (Life Insurance)

Service Operations

• Oversee the end-to-end case application lifecycle, embedding defined control checkpoints to ensure accuracy, timeliness, and full compliance with regulatory requirements and internal policies.
• Execute and monitor key operational controls on a daily basis, ensuring adherence to regulatory standards, internal control frameworks, and documented procedures.
• Coordinate end-to-end workflow by acting as the bridge between front and back office, ensuring smooth operations and well communication.
• Monitor case pipelines using defined KPIs and KRIs, promptly identifying breaches, exceptions, and control gaps, and driving timely escalation and resolution.
• Partner with underwriting and claims teams on complex or high-risk cases, ensuring decisions are properly reviewed, justified, and documented in line with regulatory and audit expectations.
• Maintain complete and audit-ready documentation, ensuring traceability of decisions and readiness for internal audits, regulatory inspections, and compliance reviews.
• Prepare accurate and timely management and regulatory reports, including service metrics, incident logs, and risk/control indicators.
• Identify control weaknesses and process gaps, and implement targeted improvements to strengthen control effectiveness, reduce operational risk, and enhance monitoring capability.
• Act as a key contact point for regulators and compliance, supporting audits, inspections, and regulatory queries with clear, accurate, and well-documented responses.
• Ensure customer handling processes meet both service standards and regulatory requirements, with proper documentation, disclosure, and complaint handling controls in place.

Office Operations

• Manage daily office operations to ensure the workplace runs smoothly in line with company standards and local regulatory expectations.
• Supervise the Office Administration team, covering key front-of-house and support services such as reception, mailroom, pantry services, and office assistants.
• Oversee facilities and office support functions including space planning, maintenance coordination, and inventory/supply management.
• Handle vendor oversight—supporting procurement, contract alignment, vendor performance monitoring, and service delivery follow-up.
• Facilitate effective communication and coordination with senior stakeholders across departments and regions.
• Maintain a safe, well-organized, and efficient working environment for staff and visitors.