Head of Operations Transformation

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Head of Operations Transformation is responsible for leading and driving the strategic transformation roadmap for Operations and leading the specific initiatives to drive digitization for Operations. This includes designing and leading the execution of an Operations Transformation Plan, aligned to Sun Life’s Hong Kong and Asia Strategies. Key accountabilities will be the definition of ambitious targets (in the form of OKR (Objective and Key Results), for digital submission, straight-through processing, automation and innovation across operations, as well as the use of process improvement methodologies to drive speed and efficiency, while managing process risk and control. Leading initiatives (within Value Steams), drive progress against the ambitious targets, aligning stakeholders across the Sun Life organization and driving the delivery to achieve measurable and accelerated progress.

This role will be centrally accountable for ensuring realization of value from the change programs, including how to coach, motivate and train teams and also how to drive adoption across all stakeholder groups. Key components will also improve lean process improvement, the application of RPA (robotic process automation), and partnering with innovation teams on the use of GenAI in specific areas.

Responsibilities

• Design and Execute an Operations Transformation Roadmap
  Develop an Operations Transformation roadmap which will drive high levels of automation and digitization across operations, while driving up Customer Service quality and standards. Key measures of success will include Straight-through processing (STP), Customer Satisfaction scores (CSAT), Automated Underwriting, Claims Adjudication, Digital Payments.
   

• Partner with Digital and Client Teams to drive Adoption of Digital
  Develop adoption plans for our digital assets including customer websites and mobile apps, as well as advisor tools which can support digital transaction processing. Measures of success will include Digital Submission of various processes.
   

• Drive Culture Change across Operations, focused on Agility and Lean Process Improvement
  Embed developing adoption plans, change management plans for operations and associated functions to ensure the planned value is realized. Deploying Value Streams to ensure continued progress against the OKR’s, including close partnering with the technology deliver teams and making pivots or remediation actions to ensure continued progress.
   

• Manage Stakeholder Relationships
  Build and maintain strong relationships with key stakeholders, including C-suite executives, business unit leaders, and corporate office, ensuring effective communication and alignment on transformation initiatives.

Requirements

• 15+ years of experience in operations and transformation leadership roles, preferably within the insurance industry, preferably having been a Chief Operations Officer, or Operations Transformation Lead

• Qualifications/Certifications in Lean/Six Sigma, Agile Transformation, Automation would be highly valued.

• Proven track record of successfully leading large-scale transformation programs.

• Experience operating effectively within both local and regional office settings is highly valued.

• Deep understanding of operational transformation methodologies and frameworks.

• Understanding and experience in implementation of robotic process automation (RPA), process digitization, lean process improvement and continuous improvement (such as the NPS system).

• Strong knowledge of Agile principles and practices, including scaling frameworks.

• Excellent communication, interpersonal, and stakeholder management skills.

• Deep understanding and experience in insurance processes.

We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate.

We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose).

Job Category:

Product Owner

Posting End Date:

30/12/2024