Senior Manager – Operations (Australian Underwriting)

Key Responsibilities :

Lead and manage underwriting operations across multiple teams to deliver high-quality outcomes within defined SLAs and turnaround times (TATs).

Develop and implement strategic plans to optimize team performance, capacity planning, and resource utilization.

Monitor underwriting decisions for adherence to client guidelines and regulatory standards.

Collaborate with quality, training, and compliance teams to drive accuracy and reduce error rates.

Analyze process gaps and implement improvement initiatives using Lean / Six Sigma methodologies.

Ensure effective communication and coordination between cross-functional teams and external stakeholders.

Review and interpret underwriting data and trends to provide business insights and recommend operational strategies.

Drive performance reviews, governance reporting, and client presentations.

Manage team escalations, mentor managers and team leads, and promote a culture of accountability.

Maintain operational compliance with internal policies, industry regulations, and client-specific requirements.

Key Skills & Competencies :

In-depth understanding of underwriting processes (mortgage / loan / insurance).

Strong leadership and team management skills in a high-volume operations environment.

Decision-making ability in complex underwriting scenarios.

Proficiency in workflow management, reporting tools, and operational metrics.

Excellent communication, client management, and stakeholder engagement abilities.

Experience in process improvement, automation, and change management.

Strong analytical skills and familiarity with quality tools (RCA, Pareto, etc.).

Qualifications & Experience :

Graduate / Postgraduate in Finance, Commerce, Business Administration, or related field.

12 years of total experience with at least 6 years in underwriting operations leadership.

Experience in US / UK / AU mortgage or financial underwriting processes preferred.

Certification in Six Sigma, PMP, or similar methodologies is an added advantage.