Operations Head

Key accountabilities:

  • Has full responsibility in ensuring that the day to day operations and management of the company is efficient and smooth
  • Has oversight of product creation and management including but not limited to market research, competitor analysis and product pipelines in cohort with Marketing team
  • Has oversight of claims processing and approvals including key performance indicators of the claims team and related Artificial Intelligence
  • Has oversight of the Customer service department to ensure smooth operations and embodiment of customer is first
  • Is a member of the Senior Management team setting the direction of the Company and ensuring continued sustainable growth
  • Is responsible in setting up, reviewing and continuously updating Operational SOP for the Company
  • Is responsible in ensuring that the operating cost of the company is continuously controlled and managed
  • Is responsible in coordinating and overseeing joint operations of all Distribution partners
  • Is key responsible person coordinating with Takaful Operating partner for product creation and launch
  • Acts as Operational Compliance Champion within the Company
  • Preparation and distribution of quarterly shareholder updates and monthly performance reporting
  • Manage the entire Operation Department running 24×7 supporting local and regional customers to achieve the SLAs and OLAs assigned
  • Continuously review the weekly and monthly tickets raised to ensure that Customer Service is at Tier 1 levels
  • Continuously monitoring and reporting the activities and performance of the services rendered

Essential Skills:

  • Ideally you will need to have at least 7 – 10 years of experience middle office operations, shared services environment with exposure in Financial Institutions or Financial Services Providers.
  • A University degree in Management/Accounting/Finance or related fields
  • Be an excellent communicator with good command in both spoken and written English & Malay
  • Able to work independently
  • Possess the ability to be an excellent facilitator and delivery manager with servant leadership
  • Good knowledge within the Insurance, Medical Healthcare and Servicing based industries with strong understanding of the market landscape and competitor analysis
  • Good experience in managing a department of Manager, Team Leads and Service Agent
  • Strong leadership and coaching skills to drive productivity and grow leaders

To apply for this job email your details to career@dlsconsultancy.com