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Head of Operations

Kuala Lumpur Permanent Negotiable

We are partnering with a nation-leading financial aggregator platform to hire a capable Head of Operations as part of their core management team.

Role Description:

  • As Head of Operations, you will be responsible for leading all operational aspects of their new digital life insurance platform, including overseeing new business application processing, policy issuance and servicing, and ensuring customer satisfaction throughout the policy lifecycle
  • You will be at the forefront of driving operational process innovation to use technology in streamlining processes, leveraging heavily on automation and straight-through-processing to reduce manual efforts and turnaround time
  • You will be part of senior management, reporting directly to the CEO.
  • You will have the opportunity to hire and lead a dedicated team, fostering a culture of continuous improvement, accountability, and high performance. Your leadership will be pivotal in establishing and maintaining operational standards and best practices

What are the top 4-5 areas this role will be responsible for?

  • Digital new business application handling and e-policy issuance
  • Policy servicing for financial and non-financial policy amendments
  • Customer service team management, includes call center and complaints management
  • Continuous operational innovation and improvement, building our competitive advantage with technology
  • Other operational related matters within a fully digital life insurance company
  • What do you need?

  • Years of experience within a local life insurance / family takaful company (preferably >10 years)
  • Demonstrated track record of leading the operations department of an existing insurer (doesn’t have to be the full operations department – can be part of it)
  • Keen to be part of a new outfit that is pursuing digital insurance, must be passionate about leveraging digital to transform the industry
  • Comfortable working in a lean startup environment
  • Passionate in building a digital insurance company from the ground up
  • Hands on, sleeves rolled up, doesn’t mind going down to the ground (e.g. individual that’s previously managing a team of 100+ with the humility and ability to have a sleeves rolled-up approach to build together with us)
  • What would put me ahead of the rest?

    • Experience in digital aspects of insurance (e.g. digital transformation, digital operations improvement)
    • Experience in special projects for automation / straight-through-processing within existing insurers

    Key stakeholders – who are the individuals this role will interact with most?

    • The core management team
    • The CEO

    Expected deliverables – what specific projects will this person work on right away?

    • Establishing the operations department from the ground up with the necessary digital processes to be operational ready as a licensed digital insurer
    • Establishing user requirements on operational related processes to support internal systems build, covering the policy admin system and customer portal
    • Hiring the right team members to support operations functions as we go-live in a controlled environment in the coming months

    Lookouts – what do you anticipate being the biggest challenge this role will face?

    • To be comfortable with ambiguity and pivots that the business will undoubtedly face
    • To establish all operational required SOPs and user requirements from scratch to support engineering team’s systems build.

    We’re proud to have won the 2023 HR Vendors of the Year awards for Best Executive Search Firm, Best Mid-Management Recruitment Firm, Best Recruitment Outsourcing Partner, and Leader of the Year for Ruby Celine, Salt Malaysia Country Director.

    At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.

    Job Information

    Job Reference: JO-2403-342113
    Salary: Negotiable
    Salary per: month
    Job Duration:
    Job Start Date: 01/04/2024
    Job Industries: Human Resources
    Job Locations: Kuala Lumpur
    Job Types: Permanent

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