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A leading company in financial services is seeking a Head of Operational Excellence to drive strategic performance and operational improvements. This leadership role involves collaborating with senior stakeholders, leading training initiatives, and developing operational excellence programs to enhance efficiency. The ideal candidate should possess strong leadership skills, experience in Lean Six Sigma and Agile methodologies, and a commitment to continuous improvement in a dynamic environment.
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At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.
And to get there, we need leaders with the courage, clarity and humanity to inspire, guide and support their teams to thrive every day - in the work they do and the life they live. Our leaders always have and will play a vital part in our journey to help more people live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone.
If you sound like that leader, read on.
About the Role
As a key member of the leadership team, the Head of Operational Excellence provides overall strategic performance and service leadership to the organization and defines the operational excellence strategy of the company.Continuous Improvement (CI)
Develop and implement strategic operational excellence programs to drive transformation in operations and maximize business results; Manage and facilitate all Continuous Improvement initiatives and strategy
Seek to understand local market nuances and partner with business leaders to evaluate proposals, build business cases, plan new joint initiatives, and determine how they fit into business capability roadmaps and priorities.
Collaborate with business units and stakeholders to review processes to understand inefficiencies, demand, and proactively drive opportunities for continuous improvement in value optimization and business process
Drive a continuous improvement culture within the organization by prioritizing opportunities and execution of a Lean transformation strategy
Use metrics to provide support to process owners in linking projects to strategic operational objectives; Develop regular report metrics for all work streams as well as any internal initiatives with integration points and / or dependencies that support the successful delivery of the improvement project
Identify best practices within and outside the organization and serve as a channel for best practice sharing and adoption across functions and business units
Challenge organizational leaders when necessary to create an action-based culture of continuous improvement and increase CI and Lean-oriented thinking throughout the organization
Work with the Finance department to evaluate project savings estimates, validate reported CI benefits, and ensure accurate accounting of CI productivity
Performance Management
Actively review and monitor overall service performance against KPIs and SLAs
Use insights, performance measurement results and feedback regarding services provided to identify areas of continuous improvement in service performance and support the Operations teams to implement improvements
Develop a data management system that aggregates data across administrative departments, including refining KPIs, creating internal dashboards, and designing protocols for monthly reporting and data sharing
Provide consistent training and support to administrative staff to improve efficiency and effectiveness of data collection, enhance understanding of monthly reporting requirements and protocols, and identify new KPIs based on changing data availability and needs
Create regular reporting for executive leadership that synthesizes key learnings to guide organizational decision making and resource allocation
Provide ongoing leadership in implementing, maintaining, and improving the data management system to optimize performance
Seek feedback from stakeholders across the business to measure service levels within Operations to contribute to insights around service delivery performance
Service Management
Develop and evolve the roadmap for the organization’s Service Management Program including best practices, standards, principles, and functions that will continue the organization’s transformation into a service-oriented, customer-driven, value-added organization
Lead the implementation of the organization’s service strategy
Collaborate with other leaders across the organization to develop and implement comprehensive key performance and risk indicators along with related reporting
Work closely with process owners to integrate service management practices into the delivery of services with the objective of delivering reliable, repeatable services, at proper service levels
Lead continual service and process improvement through regular analysis of metrics; Identify metrics and implement reporting that will help the Operations team measure customer satisfaction, establish service value, propose new service opportunities, and strengthen the cycle of continuous improvement
Stay connected to the broader community; in collaboration and regular engagement with stakeholders, develop, manage, and refine the metrics program, develop key reports, key performance indicators (KPIs), and metrics packages for executive leadership
Quality Assurance (QA)
Develop and implement the QA strategy of the organization, aligning the QA objectives with the business goals, establishing the QA standards and best practices, and ensuring compliance with the relevant regulations and industry standards
Plan and execute the QA activities and projects of the organization
Solve and prevent the QA problems and issues of the organization; identify and analyze the root causes of the QA defects, errors, and failures, as well as implementing the corrective and preventive actions
Facilitate the QA feedback and learning processes, ensuring that the QA lessons learned and best practices are documented and shared
Drive the QA improvement and innovation initiatives, ensuring that the QA processes are continuously reviewed and optimized
Communicate and manage the QA expectations and requirements of the internal and external stakeholders of the organization; develop and maintain the QA policies, procedures, and documentation, as well as ensuring that they are communicated and understood by the QA and Operations team
Training Academy
Lead, coach, and support a team of Training staff to develop and deliver high quality training activities to drive capability uplift across the business. Ensure Operations staff are competent in both the service capabilities and technical skills required to perform their roles
Ensure alignment of training activities and frameworks with the strategic and operational objectives of Operations managers, stakeholders and that Risk-Based Training Needs Analysis has been conducted
Lead the creation, ongoing review and continuous improvement of technical training and development programs, assessments, materials and frameworks across the Operations curriculum, full consultation with appropriate subject matter experts and stakeholders
Determine current and emerging future operational and technical capabilities required and ensuring the delivery of technically competent and capable future workforce
Identify training gaps and appropriate learning opportunities for Operations staff and provide solutions to ensure Operations staff are equipped with the right technical skills and service capabilities now and for the future
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
At AIA, we don’t believe in simply being ‘The Best’. We believe in Better - because there’s no limit to how far ‘better’ can take us.
We believe that empowering our leaders to lead in their own unique way enables them - and their teams - to thrive and make a greater difference, every day.
So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe you can help guide us towards a better tomorrow, we'd love to hear from you.