You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

70% - Manage the team’s delivery of its core functions and ensure that its outcomes contribute to the defined client service metrics and business strategies.

Enable and empower the business units to deliver, exceed, and even upgrade the service standards through process, learning, and quality management.Build process and people capabilities with the business units so they can sustain, exceed, and even upgrade their service standards.Simplify, redesign, and reengineer processes with clients as top of mind.Help develop people’s skills to adopt in the evolving needs of the clients and of the business.Establish a tracking mechanism such as dashboards or scorecards to ensure that the service standards are met by the business units.Identify opportunities to resolve any deviation from the standards and track solutions to findings to prevent recurrence.Manage business reports and data analytics that are key in achieving business as usual and strategic metrics.

Please also refer to the Team Mandate document for more details.

20% - Lead collaborative efforts or initiatives in partnership with the business heads and other key stakeholders to fulfill the team’s mandate

10% - Develop the team members through coaching and trainings, support their career growth in the organization, and establish succession planning in the team

Preferred skills (heading) / Compétences particulières (titre)

Knowledge of insurance products, channel, and customer behaviorsExpertise in Insurance OperationsLean Six Sigma/ Agile MethodologyData Analytics and InsightingLearning ManagementQuality ManagementSimplify, redesign, and reengineer processes with clients as top of mind.Help define the roles required to deliver the services based on the evolving clients’ needs, assess the current skills of the staff, and identify people development solutions to bridge the skills gap.Identify opportunities to resolve any deviation of actual performance from the standards and track solutions to findings to prevent recurrence.Derive actionable insights from data that will help identify actions to achieve the service standards and business strategy targets.Manage conflict of stakeholders and deliver an effective change management to support roll out of projects or business changes.

Qualifications (heading) / Compétences (titre)

Has management experience in the different areas of Insurance OperationsHas proven knowledge of insurance products, channels, and customer behaviorsHas exercised strong leadership and collaborative roles whether directly in his own team, or indirectly in project teams or cross-functional workstreamsHas at least 5 years of experience performing project lead roles where Lean Six Sigma and/ or Agile Methodology is highly adoptedGraduated with a degree in Engineering, Information Technology, Math, Business Management, and other related courses

Job Category:

Customer Service / Operations

Posting End Date:

30/12/2025