Trưởng Phòng Điều Hành

Job Accountabilities:
Head of Operational Excellence is accountable for setting the vision, direction, framework, metrics and culture of their teams by managing individual and team performance expectations and goals, maintaining focus on ensuring customer satisfaction, distribution efficiency, operational efficiency and effectiveness; (2) by identifying broader customer impacting issues and implementing solutions to improve customer satisfaction, drive service excellence, operations transaction quality and productivity, while achieving real time desired service levels.
Lead Operation Excellence team to drive operation transformation across Purchase Journey, Servicing Journey and Claim Journey
Drive Customer Expectation/Experience Model and operational excellence
Propose and follow up action plans for service excellence, operational efficiency and staff engagement
Expenses are within budget. Unit costs managed.
Customer satisfaction, quality control, continuous improvement and compliance meet group/regional/company targets.
Defects are managed within target.
Risk is managed within threshold.
Staff development, cross-training and succession plans met.
Job Responsibilities:
Develop Customer Expectation/Experience Model and Operational excellence framework to enhance customer experience, service quality across the touch points is managed, monitored to be able to identify opportunities for continuous improvements.
Lead a team of Operational Excellence to provide service delivery quality assurance activities at every customer touchpoint to ensure the customer expectation is met, services provided are consistent, per our Customer Experience Model, standards and enhance customer experience
Budget Management - Keep the budget under control.
Accountability & Responsibility for individual action items - Proactive engagement to work
Help business and management by suggesting/following remedial or corrective actions to ensure quality of transaction performing at every touch-point
Efficiently manage all activities/process in Operating Manual of all Operations Section, ensuring that those processes comply with standard of PVA and PCA
Determining, negotiating and agreeing on in-house quality procedures, standards and specifications
Acting as catalyst for change and improvement in performance, quality and monitoring performance
Others: to be assigned by the Line manager or Company's management (if any)
People Management:
Recruit, build and develop an engaged, competent and effective Operational Excellence team;
Define, communicate and execute a development plan to attract and ensure career growth and success of customer service staff;
Conduct and document regular performance reviews and annual reviews;
Implement open and clear lines of communication with the team through regular career development discussions with direct reports, in line with the PVA Performance Management Process;
Establish a framework to retain high-potential and high-performance team members, by identifying talent and implementing clear succession plans.
Risk Management:
Be responsible & accountable for planning/execution of business objectives in conformity with risk management requirements and compliance with all internal and external regulations.
Job Requirements
Qualification: University degree in Business and Economics.
Experience: minimum 5-year experience in management.
Knowledge: Management, Life insurance, in-depth knowledge of local and national government, Office computer
Skills: problem solving and judgment, communication, crisis & conflicts management, decision making, analytical thinking, adaptability, customer oriented, negotiation, presentation, project management and process improvement.