Lead, Operations Governance

**Job Profile Summary**:
In this role, you will report to the Head of Operations Governance and requires in depth SME knowledge, leadership experiences and authority in risk management of life & health claims. Engagement with senior management from the various business units (BUs) is essential to obtain buy-in on proposed opportunities to explore synergy between BUs, influence and gain enthusiasm & tractions, thereby achieving the desired objectives such as implementation of process changes, reinforcement, quality assurance and monitoring across all BUs to ensure consistency in our risk management philosophy.

The Operations Governance Lead is accountable and responsible for:

- Day to day operations of the department and provide leadership in safeguarding accountability, fairness and transparency
- Execution of the Operations Governance framework, maintain, update and monitor compliance adherence to ethical standards, best practices and regulatory requirements in safeguarding and protecting stakeholders’ interests
- Execution of the Quality Assurance (QA) framework and ensure regular review of relevance, perform monthly QA of all transaction types processed by PACS, including STP cases, high risk & exception listing generated from AI analytics model, SOPs review and reporting to relevant stakeholders for findings with financial losses above stipulated threshold
- Support in the organizing regular AI analytics review forums as part of continuous improvement to discuss performance metrics (such as KPIs, ‘red flag’ indicators), review and refresh improvement roadmap and update watchlist with rational e.g. FCs and/or customers
- Obtain, assess evidence and work closely with relevant stakeholders on compliance and/or business conduct breaches
- Work with respective Head of BUs in reviewing system changes/business rules to improve AI data analytics for QA sample selection on risk based and identifying outliers/exceptions transaction
- Active management of suspicious / fraudulent transactions/activities including and not limited to fraud involving internal stakeholders, financial consultant (FC), staff, business partners etc and formulate/implement robust actions plans to prevent future occurrence
- Ensure active management of outliers alerted through data analytics on high frequency of single processor, customer, FC and external provider etc. and certify continuous review of relevance and effectiveness
- Identify gaps and formulate training areas to internal stakeholders/staff to address any gaps with adverse impact to risk management
- Recommend revision of SOPs to strengthen/tighten controls and gaps in processes
- Notification of any relevant outsourcing arrangements on processing to external party(ies)
- Support in the reporting of monthly management information (MI) required by the respective Committees/Board
- Build strong partnership with the Enterprise Risk Management & Compliance functions to work hand-in-hand in identifying and managing risks.
- Report incidents / compliance breaches in a timely manner and provide updates on the reported incidents/breaches to local Authorities, PCA, Board of Directors/Committees.
- Support in the formulation of training programs designed based on QA findings to up-lift quality control, reducing errors and ensuring adherence to guidelines and stipulated SOPs

**Who we are looking for**:
Competencies & Personal Traits
- Passion for change and continual improvement and ability to effectively lead/drive change
- Demonstrated ability in balancing business risk vis a vis efficiency and upholding FAIR guidelines to customers
- Strong knowledge of the principles Life & health insurance, risk and governance
- Versatile, self -motivated, persistent and action oriented
- Ability to work strategically and collaboratively with internal and external partners
- Strong interpersonal and communication skills.

Working Experience:

- More than 10 years of experience in performing risk assessment of life and health products as well as deliver quality risk for different business and customer segments.
- Compliance, Audits and/or Governance experiences would be an advantage.

**Education**:

- Degree in any discipline

**Language**:

- Strong command of the English language

Work Format:

- Hybrid