MANAGER, OPS TRANSFORMATION AND CX

ASPEN - Allianz; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading insurance firm in Kuala Lumpur is seeking a Manager for Ops Transformation and CX. The role focuses on improving customer experience through strategic initiatives and operational changes. Candidates should have at least 6 years in relevant fields, with a strong background in operational transformation and project management. The position promises a collaborative environment with significant responsibilities in shaping regional operations.

Qualifications

• Minimum 6 years experience in insurance, BFSI or IT industry; Operations and Transformation areas preferred.
• 5+ years experience in running Ops transformations and change programs across cross-OE, cross-functional distributed teams.
• Strong understanding of Operations KPI tracking and cost management.

Responsibilities

• Lead Operations function to improve customer experience.
• Develop CX regional roadmap with ambitious KPIs.
• Manage regional projects ensuring adherence to timelines.

Skills

Operational transformation

Change program management

Collaboration

Communication skills

Project management

Education

Project management certification (PMI/Prince 2)

Tools

Power BI

Excel

Job description

Overview

MANAGER, OPS TRANSFORMATION AND CX — Allianz Kuala Lumpur, Malaysia

Job Purpose: The role will be responsible for steering improvements in customer experience for operation functions through strategic program implementation, CX performance tracking and supporting OE execution. This is a regional role and accountable for driving, monitoring and delivering the following topics within AZAP Operations space:

• Leading and steering Operations function to improve and deliver exceptional Customer experience in terms of service levels and fulfillment through regular CX performance monitoring and management.
• Identify region-wide initiatives to improve customer experiences and best in class service levels within different local markets (operating entities) and support OEs in execution and monitoring the benefit realization/value generation.
• Support developing CX regional roadmap and accordingly work with OEs 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.

Responsibilities

• Improve CX metrics across all journeys of Onboarding, Servicing and Claim
• Define top-down CX 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.

Strategy Development through SD/PD and Program-Specific Initiatives

• Work alongside the Head of Operations, Marketing, Distribution and others to define the regional roadmap towards the end-state vision for achieving best-in-class operations and CX for Allianz Asia Pacific (AZAP) OEs.
• Provide insights on the current status of OEs' automation and CX roadmaps to integrate with the ambition of creating a superior regional operations and CX framework.
• Work with group counterparts on important group collaboration initiatives for OE baselining for different initiatives and help build assets for the same for global rollout (Customer App, CX maturity roadmap, etc.).

Regional Solutioning

• Continuously explore new solutions and industry use cases to find suitable options for Proof of Concept (POC) and implementation to address specific challenges.
• Support in running Regional Requests for Proposal (RFP) and/or Requests for Information (RFI) to identify solutions for common challenges across OEs, aiming to achieve economies of scale through regional harmonization.
• Manage and guide regional projects, ensuring harmonization of cross-OE requirements and adherence to timelines.

Performance Management (KPI & Dashboard)

• Leading the Voice of Customer (VOC) measurement across region which involves overseeing the collection and analysis of VOC results to identify areas for improvement in customer touchpoints, systems, products, and services.
• Ensure the Consolidation of data using various tools (e.g., Excel, Power BI, MS Teams) as appropriate.
• Support various group reporting activities.

What you bring

Minimum 6 years experience in insurance, BFSI or IT industry. Operations and Transformation areas are preferred.

Qualifications

• Technical skills:
• 5+ years of experience in running Ops transformations and change programs across cross-OE, cross-functional distributed teams.
• 5+ years of experience in developing and supporting Operations strategy.
• Strong understanding of Operations KPI tracking and cost management.
• Good understanding of Insurance domain knowledge, products and operations across Life, health and/or P&C lines of business (at least across one or more journeys of onboarding, claims, servicing).
• Hands-on experience in business process reengineering for insurance operations functions/subfunctions, transformation projects and designing benchmark processes for best in class operations.
• Trained in design thinking/CX framework.
• Knowledge of PowerBI and AI-related skills like ChatGPT or Copilot is an advantage.
• Project management certification (PMI/Prince 2).

• General skills:
• Strong collaboration with internal and external stakeholders, good communication and presentation skills; able to interact with senior management.
• Experience in Project Management.
• Team player with ability to manage stakeholders and ensure timely deliverables.
• Meticulous with attention to detail; hands-on approach.
• Experience working in distributed diverse teams across geographies and functions.
• Experience in running digital transformation in insurance.
• Agile working experience.

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love, or what you believe in. We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations. Great to have you on board. Let\'s care for tomorrow.

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