Product Implementation & Partner SLA Management

About the role

We are looking for a highly motivated and results-driven professional to lead Product Implementation, Partner SLA Management, and Operational Support within our Insurance Broker Business. This role will be responsible for ensuring successful product launches, operational readiness, partner performance governance, service level management, and process optimization across insurance partners and internal stakeholders. The successful candidate will act as a key bridge between Product Development, Insurance Partners, Operations, Sales Channels, Customer Service, and Technology teams to ensure smooth execution and sustainable business growth.

Key responsibilities

• Lead end-to-end implementation of insurance products and strategic initiatives
• Manage product launch activities and ensure operational readiness
• Gather, define, and manage business requirements
• Coordinate with IT, Operations, Sales, Marketing, and Insurance Partners
• Design and optimize customer journeys and operational processes
• Conduct User Acceptance Testing (UAT) and launch readiness assessments
• Manage implementation projects from planning to execution
• Establish and monitor service level agreements with insurance partners
• Track partner performance against agreed KPIs and SLAs
• Support ongoing business operations and issue resolution

About you

• Bachelor's Degree or higher in Business Administration, Insurance, Finance or related fields
• Minimum 7-10 years of experience in Insurance Industry, Insurance Brokerage, Product Implementation, Operations Management, PMO / Project Management, or Partner Management
• Experience working directly with insurance companies
• Experience in Life and Non-Life insurance businesses
• Experience in product launch and operational readiness programs
• Experience managing SLA frameworks and performance governance