Head of Operations jobs

Role Overview
The candidate will report to the country leaders of Singapore and Hong Kong and the LII APAC Chief Operating Officer and be accountable for all operational responsibilities. They will lead and develop a team of professionals responsible for executing transformation and operational efficiency initiatives, implementing approved business strategies, and ensuring that organizational goals, the agreed Target Operating Model (TOM), and objectives are successfully achieved. They will have a continuous improvement mindset and look to work collaboratively across functions and across the region.

Role Responsibilities

Strategic:

• Identify, lead and drive the implementation of enterprise-wide or cross-functional process improvement roadmaps and operational transformation initiatives (such as AI, digital technologies, etc.) that are aligned with Global Risk Solutions (GRS) and Liberty International Insurance (LII) to enhance operational efficiency, boost productivity, and improve customer experience across all touchpoints.
• Oversee and report on the execution of approved corporate strategic initiatives (including business plans, critical projects, and regulatory requirements) to achieve business goals, targets, and intended outcomes.
• Provide data analytics to identify opportunities for improving operational efficiency (including cost savings and profitability), enhancing customer experience, supporting informed decision-making, and driving overall business performance.
• Centralize transformation and process efficiency initiatives to ensure that relevant metrics and KPIs are established, tracked, and achieved.
• As a direct report to the COO of LII APAC work closely with other Operations Leaders to provide thought leadership and leverage best practices.

Business Operations:

• Manage daily operations across Operations - including customer experience, contact center, and policy processing, to ensure alignment with corporate goals and objectives, while consistently meeting turnaround times (TATs) and service level agreements (SLAs).
• Implement best practices and process improvements that enhance efficiency and lower operational costs, all while maintaining high-quality service standards for both internal and external customers.
• Oversee the facilities and administration teams to ensure the efficient operation, maintenance, and compliance of building systems and safety regulations, including preventive maintenance and regular inspections.
• Manage vendor relationships, contract negotiations, space planning, and budgeting to optimize facility use, control costs, and maintain high service quality.

Risk and Compliance:

• As a Risk Owner ensure alignment with enterprise risk management guidelines and full compliance with applicable laws and regulations. Elevate concerns in a timely manner and taking care to mitigate risk and resolve Internal Audit findings.
• Promote and uphold strong corporate governance practices within the department.
• Ensure business units comply with the outsourcing governance process and promptly report any breaches to the appropriate functions or committees.
• In time, play a key role in leadership of operational resilience, including reporting to Boards and executive through the Liberty Mutual Group.

People Leadership:

• Build and nurture a high-performing team that is aligned with the company’s vision and operational objectives.
• Ensure the operational workforce is adequately staffed and well-equipped to fufill business requirements, with a robust succession plan established for key roles.

Role Competencies

• Extensive skills in process improvement and change management.
• Advanced analytical and numerical proficiency.
• Demonstrated project management expertise.
• Strong negotiation, influencing, critical thinking, and decision-making skills.
• Proven ability to drive for results and maintain strong organizational skills.
• Excellent communication and presentation skills, both verbal and written.
• Innovative thinking with a strong business acumen and financial literacy.
• High leadership capability with a proven track record in team building and management.
• Proficient in interpersonal skills and emotional intelligence.

Experience & Skills

• A Bachelor’s degree in Business Administration, Finance, or a related field.
• At least 10 years of senior management experience, including 5 to 10 years dedicated specifically to operations or transformation roles.
• Proven track record in managing large-scale operations successfully.
• In-depth knowledge of the insurance industry, including risk management practices, regulatory standards, and industry trends.
• Strong expertise in operational efficiency with the ability to collaborate effectively with senior management to achieve strategic goals and outcomes.
• Experience with process improvement methodologies and operational frameworks
• Proficiency in technology applications and data analytics tools to drive digital and automation transformation initiatives.
• Excellent leadership and team management skills, with the ability to motivate and develop a diverse team of professionals.