Escalate and investigate potential fraud, privacy, or control breaches.
Partner with Quality, Risk, and Audit to ensure audit readiness and continuous improvement.
Performance Indicators
Collaboration & Radical Transformation
Collaborate with Operations, Claims, Finance, Underwriting, IT, CBSP, AI, and Regional Operations teams to improve efficiency and alignment.
Drive standardization, automation, and best practice sharing across commercial operations.
Support onboarding of new markets or functions into CBSM to ensure smooth transitions and process stability.
Contribute to Radical Transformation by identifying workflow simplification and automation opportunities.
Insight & Digital Enablement
Provide insights to Regional Operations on digital and automation opportunities.
Partner with technology, analytics, and AI teams to enhance workflow, accuracy, and efficiency.
Track and communicate the impact of digital initiatives on performance and cost efficiency.
SLA and turnaround achievement
Operational accuracy and quality
Broker and partner satisfaction
Productivity per FTE
Employee engagement and retention
Compliance and audit outcomes
Process and digital improvements delivered
Qualifications
Experience & Skills
Minimum 10 years experience in insurance operations, with 5 years leading a commercial or policy administration team.
Proven leadership in shared-services or regional operations is preferred.
Strong analytical, planning, and decision-making capability.
Skilled in stakeholder management and cross-functional collaboration.
Sound understanding of governance, controls, and audit practices.
Clear communicator focused on delivery and efficiency.
LEAN, Six Sigma, or process improvement certification advantageous.
Possession of relevant Commercial GI certifications is desirable. Where not yet attained, candidates will receive training and support, with certification required within the designated timeframe.
