Lead mapping and analysis of key customer, distributor, and service journeys.
Translate journey insights into actionable improvements.
Lead process improvement and standardization across operational activities.
Establish and maintain clear process documentation and governance.
Identify and implement automation opportunities in partnership with IT teams.
Support the definition and execution of digital roadmaps.
Develop operational dashboards and performance insights.
Support operating model alignment and embed new ways of working.
Provide structured delivery support to the Head of Operations.
Requirements
Bachelor’s degree in Business, Operations, Engineering, or related field.
Minimum 10 years’ progressive experience in insurance, financial services, or other regulated industries.
Professional Certifications: Lean Six Sigma Black Belt or Master Black Belt, Certified Insurance Professional, Project Management Professional (PMP®), Certified Change Management Professional (e.g., Prosci® Change Management Certification).
Proven experience managing, mentoring, and inspiring large operations teams.
Track record of leading structured operational transformation initiatives.
Deep understanding of global insurance markets and regulatory requirements.
Fluency in English; proficiency in additional market-relevant languages is highly valued.