Senior Manager, Underwriting & Risk Services

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The incumbent is responsible to manage and monitor Underwriting delivery operational deliver in accordance with Company’s established guidelines, procedures, benchmarks, regulatory rules and service expectations.

This role calls for deep technical underwriting expertise, strong leadership and team engagement, effective collaboration across stakeholders, and a performance-driven approach, all underpinned by a strong commitment to customer focus to deliver exceptional customer experience.

KEY RESPONSIBILITIES:

• Underwrite life, disability (TPD), critical illness, disability income, accidental and health insurance products within delegated authority; escalate cases beyond authority limits or outside guidelines.
• Manage day-to-day workflow and allocation of cases to meet service expectations and agreed SLAs and highlight risks to delivery.
• Monitor team performance against agreed KPIs; provide coaching and on-the-job guidance; and drive productivity and quality improvements within the team.
• Drive and deliver training and knowledge-sharing to support the team’s continuous development and ensure timely completion of required learning.
• Support resource planning by overseeing team rosters and work schedules, managing leave coverage, and balancing staffing capacity to meet operational demands.
• Work closely with distribution partners and internal stakeholders to resolve case enquiries and service matters and escalate recurring issues where needed.
• Ensure adherence to relevant policies, procedures, underwriting guidelines, regulatory requirements and internal controls; support audit/compliance reviews and escalate breaches promptly.
• Apply and reinforce underwriting standards and guidelines through daily decisions, peer reviews and quality checks, ensuring appropriate documentation and file completeness.
• Identify service gaps and process pain points, propose improvements, and implement approved changes to improve turnaround time, quality and customer experience.
• Lead the implementation of regulatory and process changes by updating work instructions, briefing the team, ensuring adoption, and highlighting operational impacts and issues.

QUALIFICATIONS & REQUIREMENTS :

Qualifications

·       A degree in Biomedical Science, Biology, Health Science or any field related to human biology or public health.

·       Relevant qualification in Life Underwriting.

·       Professional underwriting qualifications or recognized insurance certifications are an advantage.

Experience

·       Minimum of 10 years’ relevant underwriting experience, including proven people management responsibilities, preferably within agency, partnership or comparable distribution environment.

Knowledge

• Strong knowledge of performance management practices, including KPI tracking, performance monitoring and team coaching support.
• Working knowledge of quality management practices and continuous improvement, including basic root-cause analysis and follow-through of corrective actions.
• Strong knowledge of life/health insurance products and underwriting/operations processes, including awareness of relevant regulatory requirements and internal guidelines.
• Sound knowledge of governance, risk and compliance concepts, including key underwriting controls, audit readiness practices and documentation standards.
• Knowledge of service management and stakeholder engagement, including handling day-to-day escalations and delivering outcomes against service expectations/SLAs.
• Data and metrics literacy to interpret operational MI, identify trends, and recommend actions to improve turnaround time and quality.

WHY JOIN PRUDENTIAL?

At Prudential, you will be part of a purpose-led organization where your work creates meaningful impact, your growth is supported, and your contributions help shape a better future for our customers and communities.

• Meaningful work that creates a real difference.
• Continuous learning and career development opportunities.
• Collaborative and inclusive workplace.
• Opportunities to innovate, grow and make an impact.
• A culture where you can Connect, Grow, Succeed.
  

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.