Claims and Collections Operations Manager

THE COMPANY

Singlife Philippines is a mobile-first life insurance company on a mission to make financial independence achievable for every Filipino.

Through modern technology, we provide insights, guidance, and solutions—all via mobile devices—so Filipinos can get the right financial protection when they need it. From emergencies and loss of income to high medical bills and future goals like education or retirement, Singlife ensures money is there when it matters most.

As a subsidiary of Singlife Singapore, we combine the agility of a start-up with the strength of a trusted regional brand. Through our growing portfolio of partnerships, including trusted platforms like GCash, AUB's HelloMoney, and Hello Pag-IBIG, we're making meaningful insurance more accessible to the wider market.

At Singlife, we're not just building products. We're democratizing access to financial protection, one Filipino at a time.

JOB OVERVIEW

The Claims and Collections Operations Manager is responsible for leading and optimizing end-to-end operations for both claims processing and premium collections. This role ensures efficient, accurate, and customer-centric claims servicing while driving effective collection strategies to maximize premium recovery and improve persistency.

Reporting to the Chief Operations Officer, the role oversees two critical functions:

• The Claims Processing Team responsible for timely and accurate evaluation, adjudication, and payout of claims.
• The Collections Team responsible for monitoring premium collections executing collection strategies and improving collection performance across channels.

The role is accountable for operational excellence, risk management, regulatory compliance, team leadership, and continuous improvement across both functions.

RESPONSIBILITIES & DUTIES

Claims Operations Management

• Lead and manage the end-to-end claims processing function, ensuring timely, accurate, and fair adjudication of all claims.
• Establish and enforce service level agreements (SLAs) to deliver high-quality customer experience.
• Ensure compliance with regulatory requirements, internal policies, and audit standards in all claims activities.
• Oversee investigation and resolution of complex or escalated claims cases.
• Drive process improvements, automation, and digitization initiatives to enhance efficiency and turnaround time.

Collections Strategy & Execution

• Develop and execute strategies to improve premium collections, reduce delinquency, that will eventually increase policy persistency.
• Monitor collection performance metrics and implement corrective actions to address gaps.
• Optimize collection channels (e.g., digital payments, partner platforms, outbound efforts) to maximize recovery rates.
• Collaborate with product, finance, and distribution teams to align collection strategies with business objectives.
• Implement segmentation and targeted collection approaches to improve effectiveness.

Team Leadership & Capability Building

• Lead, coach, and develop both claims and collections teams to achieve performance targets and maintain high engagement.
• Set clear goals, performance expectations, and accountability frameworks for team members.
• Identify capability gaps and implement training programs to strengthen technical and operational skills.
• Foster a culture of customer-centricity, operational excellence, and continuous improvement.

Performance Management & Reporting

• Track and analyze key operational metrics such as claims turnaround time, accuracy, claims leakage, collection rates, and aging.
• Provide regular reporting and insights to senior leadership, highlighting trends and recommending actions.
• Establish dashboards and controls to ensure visibility and proactive management of both functions.
• Drive data-driven decision-making to improve operational outcomes.

Risk, Governance & Continuous Improvement

• Ensure strong internal controls to mitigate fraud, leakage, and operational risks in claims and collections processes.
• Partner with Legal, Compliance, and Risk teams to ensure adherence to regulatory requirements.
• Lead process reviews, audits, and remediation initiatives.
• Champion continuous improvement initiatives, including automation and digital transformation.

QUALIFICATIONS

Education

Bachelor's degree in Business Administration, Finance, Insurance, or a related field

• Master's degree is an advantage

Years of Experience

• Minimum of 8–10 years of experience in insurance operations, with exposure to both claims and collections
• At least 3–5 years in a managerial or leadership role
• Exposure to both claims operations and collections / receivables management is preferred

Specific Skills

• Strong knowledge of claims adjudication processes and insurance operations
• Proven experience in collections strategy and receivables management
• Analytical and data-driven decision-making skills
• Process improvement and project management expertise
• Strong stakeholder management and cross-functional collaboration
• Familiarity with digital tools, automation, and operational systems

Personal Characteristics

• Strong leadership and people management capabilities
• High level of integrity and accountability
• Customer-focused and results-oriented mindset
• Excellent problem-solving and critical thinking skills
• Ability to work in a fast-paced and evolving environment

Certifications and Licenses

• Insurance-related certifications are an advantage
• Lean Six Sigma or process improvement certifications are a plus