Regional Operations Process Manager recruitment

REPORTING TO (ROLE): Regional Head, Operations Strategy and Governance

KEY ACCOUNTABILITIES:

1. Operations Expertise:


- Provide expert input to regional projects initiatives on behalf of Customer Operations team and act as the regional SME for Operations
- Drive and set up the Policy Owner Services (POS) and Contact Centre professional Family in the region and provide support to the professional families for Underwriting and Claims Management teams. Drive content, training development agenda and technical competency levels and regular professional family meetings.
- Monitor the management of Orphan Policy, Persistency, Complaints resolution to improve the ratios in the business units.


2. Operations Processes and Standards:


- Ensure standardization and improvement of ‘Master Processes’ across the region including, New Business and POS to drive higher levels of adoption. Review all New Product proposals as a part of the RPAC process and ensure they are aligned with Master Process.
- Maintain the on-line Knowledge Management Tool (KMT) and be responsible for its ongoing administration, support development. Ensure all country requirements are reflected as required

3. Systems Development Roadmap:


- Lead the design, development and implementation of the regional ‘blueprint’ for the ongoing evolution of the core regional customer operations systems including Regional Life Administration System (RLS), Workflow Management Imaging (WFI) and Regional Communications Solution (RCS) and oversee User Acceptance testing (UAT)
- Act as the key interface between region and country for the collation and prioritization of country requirements for future operations system enhancements. Ensure alignment with regional strategy and priorities and manage against the budget allocation for Customer Operations
- Provide training and support as required to all countries in relation to system enhancements and version releases, standardized processes etc

EXPERIENCE QUALIFICATIONS: