Senior Executive, Personal Lines Underwriting and Policy Servicing

Role Overview

Consumer GI Operations plays a key role in supporting Income’s General Insurance business by ensuring smooth, efficient and customer-focused operations across underwriting, policy servicing, claims and related service touchpoints. Working closely with stakeholders across Product, Claims, IT and other support functions, the team helps to deliver quality service, sound risk management and operational excellence.

As Senior Executive, Underwriting & Policy Servicing, you will be part of a dynamic team supporting the Personal Lines business. You will assess new business, renewals, complex and non-standard cases, manage policy servicing matters, and respond to customer and intermediary enquiries. This role offers the opportunity to build technical underwriting expertise, support governance and compliance requirements, contribute to process improvements, and play a meaningful part in delivering better outcomes for customers and the business.

Key Responsibilities

• Provide timely, clear and professional responses to underwriting and policy servicing enquiries from policyholders, intermediaries, and internal stakeholders, ensuring service standards are met and escalated cases are handled appropriately.


• Perform underwriting assessments for new business, renewals, sub-standard, and complex or exception-based cases, applying sound underwriting judgment within delegated authority limits, underwriting guidelines and established risk management standards.


• Support underwriting governance, compliance and risk management activities, including maintenance of underwriting procedures, internal guides, controls, and adherence to company policies and regulatory requirements.


• Manage end-to-end policy servicing activities, including policy issuance, endorsements, alterations, reinstatements, cancellations and maintenance of accurate customer and policy records. 


• Review and investigate exception reports, discrepancies and operational issues, ensuring prompt follow-up, resolution and proper documentation.


• Perform AML/CFT due diligence checks and related reviews where required, ensuring compliance with regulatory requirements and internal policies.


• Support system enhancements, product initiatives, UAT, post-implementation verification and process improvement projects to improve operational efficiency, service quality and customer experience.


• Contribute to continuous improvement by identifying workflow gaps, recommending practical improvements and supporting process streamlining initiatives


• Provide guidance, knowledge sharing, and on-the-job coaching to junior team members to promote technical competency, consistency and quality in underwriting and policy servicing practices. 

Requirements

• Degree or Diploma holder


• Relevant insurance qualifications will be an advantage.


• Minimum 3 to 5 years of experience in personal lines insurance underwriting and/or policy servicing. 


• Good communication and interpersonal skills, with the ability to handle customer, intermediary and stakeholder enquiries professionally. 


• Strong analytical, problem-solving and decision-making skills, with keen attention to detail. 


• Ability to manage multiple priorities, work under pressure and deliver within established service standards.


• Good knowledge-sharing and coaching skills to support the development of less experienced team members.