MANAGER, OPERATION TRANSFORMATION (ASIA PACIFIC)

Joinimagine; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Joinimagine is seeking a Regional Operations professional to steer CX improvements across Policy onboarding, servicing and claims in the Asia region. You will drive KPI definition, performance reviews, and regional roadmaps while collaborating with local markets to deliver value.

You will use data analytics to set targets, monitor progress, and align initiatives with strategic development plans. The role requires strong stakeholder management and experience in digital transformation within

Qualifications

• 5+ years of insurance industry experience.
• Hands-on experience in process improvement for operations functions (UW, Policy Management, Claims).
• Experience creating user stories and business requirements.
• Experience in digital transformation or AI/Chatbot projects.

Responsibilities

• Improve CX metrics across onboarding, servicing and claims.
• Develop CX and Operations strategy in line with company ambitions.
• Lead regional solutioning and harmonization of cross-market requirements.
• Develop and maintain KPI dashboards to monitor operational performance.

Skills

Stakeholder management

Workshop facilitation

Project management

Business analysis

Data analytics

Power BI

Excel

Tools

Power BI

Excel

Jira

SharePoint

Job description

Do you see helping others to grow, a way for you to grow too?

Responsible for steering improvements in operations processes and customer experience across Policy onboarding and servicing and claims functions. This is a regional role and accountable for driving, monitoring and delivering the following topics within Regional Operations space:

• • Performance management of key operational KPIs/metrics across Policy Management and Claims functions, in the region to identify current maturity and improvement areas.
  • Identify region-wide and country specific initiatives to improve customer experiences and best in class service levels within different local markets (operating entities) and support local markets in execution and monitoring the benefit realization/value generation
  • Support developing CX regional roadmap and accordingly work with countries to set ambitious targets for Key Operational KPIs to drive the region towards the same.
  • Develop and manage CX communities of experts for future trend awareness, best practice sharing etc

You’ll be responsible for:

1. Improve CX metrics across all journeys of Onboarding, Servicing and Claims
   • Leverage data analytics to provide insights into operational performance and support decision-making.
   • Define top-down CX and Operational metrics targets by leveraging external benchmarks and best-in-class practices to establish high-level goals for the region and Operating Entities (OEs).
   • Collaborate with OEs to refine baselines, validate, and agree on targets that align with the regional commitments outlined in the Strategic Development (SD) plan.
   • Partner with OEs to identify initiatives through in-depth process and data analysis to achieve best in class service levels and good customer experience.
   • Implement transparent benefit tracking mechanisms to monitor progress and guide necessary course corrections.
   • Ensure alignment with Marketing and distribution to ensure customer engagement is improved along with customer fulfillment to drive holistic CX improvement.
   • Ensure functional alignment with other transformation initiatives to support customer experience (CX) objectives.
   • Analyse and support Countries to redesign operational workflows to enhance efficiency, reduce costs, and improve service delivery.
   • Implement best practices and innovative solutions to streamline operations and support business growth
2. Strategy Development through SD/PD and Program-Specific Initiatives
   • Support Ops Head in building Operations and CX strategy in line with overall company ambitions
   • Support in yearly budgeting process, preparing and presenting management reports, cross functional training, conducting summit, workshop etc
   • Evaluate market trends, new gen technology and bring those to markets to evaluate and leverage for continuous CX and process improvements.
3. Regional Solutioning
   • Support in running Regional Requests for Proposal (RFP) and/or Requests for Information (RFI) to identify solutions for common challenges across markets, aiming to achieve economies of scale through regional harmonization.
   • Manage and guide regional projects, ensuring harmonization of cross-market requirements and adherence to timelines.
   • Serve as a product owner for regional platform and regional service projects and collaborate with operations teams and stakeholders across local business units to consolidate, document and analyse requirements for process improvements and process harmonization.
   • Conduct in-depth analysis of current operational processes to identify gaps and opportunities for optimisation.
   • Steer Oes to ensure process standardisation and harmonisation, where possible.
   • Conduct research and analysis to identify industry trends, best practices, and new technologies to bring in WOW factor in revised future flows.
   • Ensure that operational solutions meet regulatory requirements and company standards.
4. Performance Management (KPI & Dashboard)
   • Develop and maintain reports and dashboards to monitor key operational metrics and identify trends on a regular basis.
   • Define top-down CX targets by leveraging external benchmarks and best-in-class practices across markets
   • Collaborate with countries to refine baselines, validate, and agree on targets.
   • Ensure the Consolidate data using various tools (e.g., Excel, Power BI, MS Teams) as appropriate

Important to your success:

• 5+ years of insurance industry experience, ideally both for General and Life
• Hands on experience working in process improvement for operations functions, eg. UW and Policy Management, Claims.
• Experienced in creating user stories, Business requirements, flow diagrams
• Proven experience in Business Analysis for digital transformation or AI/Chatbot projects.
• Ability to collaborate effectively with UI/UX teams for hybrid conversational journeys.
• Familiarity with insurance domain (Life and/or P&C) and policy servicing processes.
• Excellent stakeholder management and workshop facilitation skills.
• Strong sense of ownership and ability to drive customer-centric solutions.
• Ability to leverage AI tools like ChatGPT to enhance sales strategies and improve customer satisfaction.

General skills:

• Skilled at collaborating with a variety of internal and external stakeholders (example Vendors)
• Good communication, presentation skills and can interact with senior management
• Experienced in Project Management.
• A team player and able to manage the relevant stakeholders and ensure timely compilation of deliverables.
• Meticulous, with an eye for details and hands on person.

Good to have skills:

• Experienced in running digital tansformation in insurance preferably AI projects.
• Hands on experience with tools like PowerBI, Excel, Jira, Sharepoint etc
• Understanding of regulatory compliance in insurance across multiple markets.
• Exposure to multi-country projects with phased delivery timelines.