[operations] - Data and Operational Excellence

**Job Summary**

Data, Process and Project Leader will be the primary lead in operations and service center for helping in developing and executing operational excellence.

S/he will lead the process transformation in the operation and service center by leveraging operational data to drive operational KPIs and efficiencies. S/he will work with country operational leaders, business leadership, product development, distribution, finance, and IT, to transform our operations while building internal capabilities that automate our operational process, reduce operational redundancies, enable our employees, and delight customers at every touchpoint.

S/he will be responsible for designing and implementing standardized/streamlined processes across multiple operations, leading best-in-class call centers, and driving digitization across policy administration and support. As a senior team leader, this individual will work closely with the operations leadership to build a high-performing, inclusive, and solution team mindset culture that works cross-functional and across Asia Markets (Hong Kong, Thailand, Vietnam, and Singapore) geographical boundaries by instilling a One Team mindset.

**This position is open for located in HK, SG, TH, VN

**Job Requirements**:
Process & Operational Excellence
- Drive operational excellence by identifying opportunities to improve and re-engineer Operations and Service Center processes and ensuring process transformations are aligned with portfolio/customer experience strategies and business outcomes
- Proactive collaboration and coordination across market operations and business functions to design, test, refine and simplify business processes and practices and implement process improvements to drive efficiency and enable competitive advantage for business growth
- Partner with the country operations leaders to create and implement the standard operating model and processes aligned to the team's objectives eliminating redundant work processes and procedures and streamlining customer-facing and standard internal work to increase the overall efficiency and effectiveness of the group.
- Identify operational and service center opportunities that can be centralized or moved to low-cost countries in a scalable, cost-effective, customer-centric, and efficient manner by leveraging technology and standardized processes.
- Partner with the department head and business stakeholders to promote and sustain a culture of customer-centricity by defining seamless operational procedures and technology requirements across the 4 countries and building digital and other associate capabilities to ensure excellent customer experience and compliance

Data Analytics
- Prioritize developing metrics and KPIs strategically aligned to the business, enabling Operations and Service Center to support and drive the business aspiration and improve customer experience.
- Leverage analysis and data to create a roadmap and tools to drive continuous improvement in areas such as productivity, adequate resourcing, quality, and customer service, with recommendations for changes and solutions to address problem areas
- Lead the research and analysis of business operations/performance, anticipate future requirements, and facilitate improvement of systems and processes, as well as develop solutions to business problems/opportunities and impact and generate insights to support data-driven decision making

Projects & Initiatives
- Establish project governance structure and capacity planning to ensure operation and service center projects are prioritized to short
- and long-term goals, resources are utilized efficiently, and the right people can access the right information for decision-making.
- Create a robust framework to ensure project prioritization and work with the project leader to identify dependencies (within the function and cross-function) and ROI to the business.
- Monitor and track the project progress to ensure projects are delivered within cost and timeline.

**Job Requirements**:

- Bachelor’s degree or equivalent experience. MBA or other advanced degree preferred
- Minimum ten years of relevant Operations and CX experience with increasing responsibility and leadership over time and managing multiple countries.
- Extensive experience in driving transformation programs/projects, continuous improvement programs, process re-engineering /designing, and/or change management initiatives of similar scale. Experience in enterprise-wide digital transformation is an advantage.
- Experience advising senior leadership teams on business analytics insights/customer experience/service matters, including risks and opportunities, with a proven track record of executing the insights into operational reality.
- Strong project management office (PMO) experience with familiarity in project planning, execution, performance, and monitoring.
- Demonstrated initiative, autonomy, commitment to process improvements, and the ability to thin