JOB PURPOSE
As Chief Operations Officer for Sun Life Vietnam, this role serves as a Leadership Team member and is responsible for the overall strategy, planning and execution of Operations function for Sun Life Vietnam. The key responsibilities are:
• Navigate and coordinate with Operations organization in Regional Office and Corporate Office to get support, manage projects as well as handle incidents.
• Establish the direction, risks and control and performance of function, in compliance with regulatory and internal requirements
• Direct the end- to- end client service operations from new business, underwriting, processing, customer service to claims and medical services supporting sales offices nationwide.
• Drive continuous and transformative improvements on the end- to- end client experience to meet business growth and the Client for Life strategy.
MAIN ACCOUNTABILITIES
Strategic Leadership and Operational Excellence:
• Strengthen client service delivery capability including but not limited to more automation and/or outsourcing and oversee its performance.
• Drive continuous improvement projects and/or client service initiatives through the implementation of new technology, new business practices, special projects and business process reengineering. Keep attuned to client’s feedback, resolve escalated complaints, and draw up action plans related to service recovery.
• Collaborate with marketing and digital functions to strategize, plan and execute initiatives to continually improve client experience through the use of design thinking techniques
• Provide leadership, vision and strategy to drive business results through giving direction to a service organization that mirrors the adopted mission and core values of the Company. Partners with the sales function & distribution partner to drive changes and continual improvements in the client servicing strategy/ model to meet the customer needs and business strategic objectives.
• Set stretch targets and drive initiatives throughout the function to continuously improve productivity and customer satisfaction, owning the relevant operational risks in alignment with regulatory and internal policies and guidelines.
• Focus in long- term, multi- year planning for the function and ensure that there is coordination of future business objectives assessments / anticipation of future changes to policies, projects and procedures.
• Collaborate with partners and other stakeholders on major strategy and operational decisions as appropriate and ensure quality of service delivery of the entire value chain. Ensure the accurate and timely preparation of reports for various stakeholders.
• Define strategic directions for the whole operation of new business, underwriting, servicing and claims, in support of overall company strategy.
• Ensure that operations are continuously upgraded and improved to meet and surpass industry benchmarks.
• Develop and implement policies, procedures, guidelines, controls, service standards, processes, systems and related technology for the function to ensure the existence of an appropriate, responsive, and competitive service delivery process and to accommodate changes in the business environment. Manage adherence of staffs to guidelines, processes, controls, and service standards through department managers and supervisors.
Resources and Budget Management
• Oversee the management of Operations function including technology deployment, financial and human resources within the approved budget to maximize utilization of resources by:
Continuously enhancing technology deployment
Continuously enhancing the management capability
Ensuring proper budgeting process and operating within agreed budget
Continuously improving subordinates’ competence level
• Create the climate of high performance and alignment with SLV’s strategic direction on culture and talent development
• Take corrective action when performance needs improvement.
Governance, compliance and risk management:
Oversee the implementation of all applicable governing legislation, regulations, directives, policies and industry association guidelines as well as risks within individual life business by:
• Ensure proper assessment and mitigation process for all risks related to operations and individual life insurance
• Ensure proper implementation of relevant corporate policies, local regulation & standards and operating guidelines.
Relationships and Communications: Build effective relationships both within and outside the company; seek input from and maintain effective ongoing communication with others. Manage conflicts to ensure least disruption to organization.
Total number of staff managed (direct and indirect): 110- 130
Total number of direct reports: 5
