Head of Operations and Technology

Job purpose
·  Lead  the  overall  operations,  IT,  quality  control  and  transformation projects of Vietnam and Cambodia  to ensure the ongoing delivery of excellent client service across all segments
·  Take overall responsibility for the operational and financial efficiency of  the  business  and  ensure  the  relevant  regulatory  and  technical standards are met.
Key responsibilities
Operations Management
·  Leads operations, IT, Centrallization Processing Unit, Quality Control, transformation projects & business improvement in the delivery of business strategy, goals and objectives
·  Leads the service delivery organisational infrastructure, ensuring delivery of operational services in line with service delivery, compliance standards and budgets
·  Leads, directs and motivates direct reports in the end-to-end client  service delivery, ensuring the highest possible levels of service through the ongoing management, training and coaching of employees to meet current & future requirements
·  Ensures that the function has optimum number and quality of resources required to deliver the functional objectives and that they are effectively controlled and targeted
·  Plans, supports and reviews the performance of the function, identifying development needs for both individuals and the team  as a whole. Works with HR to optimise training and development opportunities
·  Develops, promotes and enhances a culture of “client first” service to ensure consistent delivery of excellent client service and client  retention
·  Works closely with the service team managers to establish the areas of client service that need to be measured in order to maximise the opportunity for achievement of overall objectives
·  Leads the delivery of standardised policies, procedures and service standards. Ensures these are understood and followed by  the business so that all aspects of risk management, information security, legislation and regulation are managed effectively
Change Management
·  Drives ongoing efficiency and effectiveness of the business to ensure year-on-year delivery of cost reduction and service delivery improvements
·  Leads a significant portfolio of change initiatives that focus on and drive forward improvements to business performance and cost effectiveness
·  Drives the delivery of the change agenda including cross functional programmes and change initiatives, securing the resources required from within the countries to deliver programme activities, including design, testing and implementation support
·  Leads the development of the client service propositions and service delivery strategy for all operational functions
·  Works with the service team managers to create and embed a culture of continuous improvement through the implementation of  the Lean tools and techniques and ongoing service reviews
·  Leads the development of mechanisms which maximise the  opportunities for continuous improvement in the delivery of service  to client and drives change and activity through most appropriate  channel
·  Play the proactive role of a connection between Sales &  Accounting to enhance efficiceny of back office functions
·  Supports the overall operational governance and decision-making process for Vietnam & Cambodia
·  Supports management and the wider company in the management of risks applicable to areas of employment
·  Performs any other duties commensurate with position or level of responsibility
·  Be responsible for data input/record management, data mapping  and data management.
·  University degree, MBA would be preferred
·  Computer Literate, WinWord, Excel, Power Point.
·  Accreditation in Lean or other process improvement methodologies desired
Required experience
·  At least ten  years experience in the financial services industry, with at least five of these in a leadership rol
· Proven track record of delivering excellent levels of client service  through a large scale, multi-channel operating function
· Experienced leader with proven ability in managing a function to  deliver an agreed set of homogeneous processe
· Experience of implementing initiatives to drive towards operational  excellence
· Good understanding of WTW products and services
· High levels of business and financial acumen with an  understanding of company strategy, operating environment and  business objectives
Skill capabilities
· Strategic vision with the ability to think medium and long term,  anticipates future consequences and trends, and incorporate them  into the organisation's plans
· Strong experience leveraging principles of change management, project management, business process management, six sigma, or other disciplines to improve company performance while still remaining agile
· Technical and financial understanding of insurance / brokerage operations
· Ability to advise IT resources related to enterprise platform initiatives; provides direction on platform migration Experience, aptitude, and effectiveness in matrix environment
· Exceptional leadership skills and operational management  expertise
· Excellent communication skills
· Strong analytical and problem solving skills
·Working knowledge of relevant industry regulations and requirements
· In depth understanding of challenges that face brokerage and  insurance industry in general

If you are open for a new opportunity, please contact me for a confidential discussion, contact  Mr. Anh Tran on +84 907 090 801 or anh.tran@employmentvietnam.com