Manager, Operations Transformation (Asia)

In this position you will....

You will lead the design and implementation of key transformation programs for bolttech’s contact centre and claims operations in Asia, focusing on AI and digitization as key levers.

You will be responsible for…

Operational frameworks and governance

• Define operational frameworks for key AI and digitization focused programs that can be repeatably deployed across markets
• Proactively participate in program rhythms, ensuring dependencies and risks are clearly communicated to PMO / other functions

Process design and business requirements

• Collaborate with cross functional teams to capture process maps, identify AI / digitization opportunities and define go-forward process design
• Define business requirements with local markets and drive end-to-end implementation across multiple markets
• Establish automation design principles, bot interaction guardrails, fallback mechanisms and escalation protocols

AI compliance and risk management

• Identify operational and regulatory risks in AI deployment and create mitigation plans for service disruptions or compliance breaches
• Ensure alignment with evolving data privacy and ethical AI regulations

Performance measurement, reporting and optimization

• Define post go-live KPIs, develop reports / dashboards to monitor post-go-live performance and drive continuous improvement using data analytics
• Continue to track business critical metrics (NPS, resolution time, etc.) to ensure there are no disruptions to the business

Change management

• Design training programs for local teams and manage change through program roll outs

Innovation and continuous improvement

• Stay updated on emerging AI technologies and use cases
• Recommend enhancements to existing initiatives to drive higher impact

For you to be successful…

We expect you to be able to demonstrate the following key competencies 

Impactful

• Proactive in identifying what needs to be done, and taking action, before being asked, or before the situation escalates.
• Evaluates data and makes decisions, including differing stakeholder perspectives and/or some missing information. Understands when an “80% solution” is sufficient and acts accordingly.
• Takes accountability and self-motivated to deliver results even in situations which are not straight-forward.

Collaborative

• Develops collaborative and dynamic working relationships to achieve the best possible outcomes
• Resolves disputes using a range of tactics to prioritize positive outcomes
• Partners with a range of people to create trust, and co-create and deliver mutually beneficial outcomes

Creative

• Identifies beneficial new approaches and ways of looking at problems, introduces them within team
• Experiments with new trends and innovations and is an early adopter where they can benefit team
• Leverages solutions from outside environments to create new approaches

Curious

• Actively seeks to learn from others and is inquisitive in order to increase knowledge and competence. Expands understanding of team’s key activities for improved collaboration.
• Demonstrates reflection and solicits feedback from others.  Evaluates and learns from set-backs and adversity. 
• Maintains fluency in trends and new approaches relevant to role

Communications

• Effective and articulate communicator actively and respectfully listens to and synthesizes others’ perspectives
• Keeps relevant people accurately informed and up-to-date of both positive and potentially negative information
• Concise in communicating and references relevant information tailored to the audience to support points
• Appreciates feedback and provides timely specific feedback in return

 You will require the following qualifications and skills                                                                                                         

• 7+ years of experience in service operations or operations transformation programs (ideally in Asian markets)
• Proven track record of digitizing, streamlining and automating operations at scale
• Domain fit: insurance/InsurTech, BPO/contact center, claims
• Strong program management skills to drive multi market roll outs: benefits tracking, structured governance/RAID, dependency/risk management, and executive reporting
• High data & analytics fluency: KPI frameworks, dashboarding, data quality, and the ability to translate insights into actions for leadership forums
• Change leadership track record: training, SOP updates, communications, and adoption management across diverse cultures and stakeholders
• Language & mobility: fluent English; additional Asian language(s) an advantage; willingness to travel across Asia as needed
• Leadership communication: concise storytelling, clear decision papers, and stakeholder alignment in a matrixed environment