Operational Excellence Manager, APAC
6 days ago
SOMPO Asia Pacific
Based in Singapore, Sompo Holdings (Asia) Pte. Ltd, is the regional headquarters for our Asia Pacific entities, except Japan, and is part of Sompo International Holdings. Collectively, the companies are under the global extension of the Sompo Holdings Group (Sompo Group) headquartered in Tokyo, Japan. With more than 70 years of trusted presence in Asia, our business spreads across 13 markets with over 4,500 employees in the region.
As a leading non-life insurance company globally, we have forged strategic partnerships to access a wider network of resources and distribution to provide the best solutions for our customers, while keeping up with the evolving trends of digitalization and innovation.
We are seeking an APAC Operational Excellence Manager to lead our operational excellence function, drive digital transformation programs, lead change management initiatives, and assist local business units to improve business processes and ways of working. This role aims to make operations more efficient and customer-centric by driving a process excellence mindset and running initiatives on Standardization, Lean, process automation, and other technology implementations across different markets.
Key Accountabilities:
Strategic Leadership:
Demonstrate thought-leadership in formulating and executing strategic plans on process governance and excellence.
Ensure successful delivery of regional business process improvement, operational efficiency, and customer-centricity projects using Lean, Six Sigma methodologies.
Process Improvement:
Leverage Lean methodology to design efficient business processes that improve customer experience, organizational efficiency, and eliminate non-value-added tasks.
Analyse complex problems across back-office processes to identify inefficiencies, areas for improvement, and automation opportunities using solutions like Workflow, AI-OCR, Decision Management, Gen AI, and Fraud Management.
Performance Management:
Work with transformation teams in local markets to set efficient processes and achieve metrics targets.
Lead digital initiatives for the Asian market, interfacing with local business and IT teams across intake, implementation, and support stages.
Business Transformation:
Conduct workshops and ideation sessions with executives across levels to support various projects (Process Improvement, System Implementation) and collaborate with local markets to create standard processes and ways of working.
Change Management:
Enable regional and country operations to define their target operating model and enable leaders to achieve their KPI through effective change management & adoption.
Design, manage, and implement change management initiatives to navigate the change journey throughout the conceptualization, development, and implementation of new processes and systems.
Experience and Qualifications:
7+ years of experience in process excellence, change management, and project management within the insurance industry.
Strong facilitation skills with a background in delivery and execution, with proven experience in taking ownership.
Expertise in business improvement tools and methodologies (e.g., Master Black Belt/Black Belt, Lean, Human-Centered Design).
Extensive project management and facilitation experience, with relevant certifications (e.g., PMP, Prince 2).
Ability to engage effectively at both CxO level and operations floor level, adapting approaches to drive change.
Strong stakeholder management, communication, and influencing skills.
Domain knowledge in Operations, Technology, and Strategy within the insurance business.
Experience in robotic process automation, business rules engines, and business process management is preferred.
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