Familiar with LEAN, Six Sigma, Kaizen, Malaysia or Asia Insurance qualifications.
Good oral and written communications skills including proficiency in English language
6 – 8 years of experience in operations in financial services or off shore processing organizations.
Should have managed teams of up to 30 people.
Understanding of insurance, broking operations and/or financial services sectors.
Proficient in English or Chinese language.
Good analytical ability and decision making.
Strong communication, influencing and negotiation Skills.
Be able to deliver to the client on time, to the right quality and keep every promise that is made.
Manage and monitor SLAs on Accuracy, productivity and TAT per agreed standards with internal/external stakeholders to ensure the smooth and efficient deliveries.
Responsible for managing available resources(people, process) effectively to ensure operational efficiency.
Maintain a day to day stakeholder interaction and develop relationship with first line managers of operating companies for constant flow of information on performance (daily, weekly, monthly), exceptions, expectations, forecasts, process changes and new opportunities.
Ownership of delivery as well as decisions on SOPs within defined frameworks and boundaries to ensure smooth functioning of day to day operations in a team.
Should have a view of the competencies, potential and performance levels of team to be able to create development plans for skill requirements (manage and mentor average performing PLs and all Associates and Senior Associates).
Responsible for setting goals for team, reviewing and giving timely and objective feedback to all teams with a view to identify skill and competency gaps and develop learning plans.
Responsible for implementing people development plans for current and future skill requirements of the team.
Responsible for ensuring an engaged workforce with a view of levels of engagement and ‘intent to stay’ of team.
Effectively drive a culture of adherence to policies and procedures by the team as per organization’s standards and laid out SOPs.
Maintain performance on risk and compliance and highlight areas of improvement in operations risk.
Report and highlight exceptions on processes, people, policies and escalate decisioning on the same wherever required.