The AVP/VP of Operations Excellence will lead six divisions (Ins Ops, Fin Ops, Process Excellence, Claims, EB, and Customer Service), ensuring top-notch service delivery. The role involves setting a clear vision for process improvement through manual and digital means, ensuring scalability as the company grows.
The candidate must understand end-to-end processes and industry trends, aiming for Qoala's competitive edge. Strong interpersonal skills are crucial for collaboration with internal teams (Product, Marketing, Sales, Finance & Accounting) and external partners (insurance).
Responsibilities
1. Insurance Operation: Ensure that initiatives are executed to maintain or improve order processing speed.
2. Fin Ops: Ensure that initiatives are executed to improve trackability, monitoring of AP and AR.
3. Claims: Ensure that initiatives are executed to improve trackability, monitoring and optimization for claims that are handled by Qoala.
4. EB: Ensure that digitization initiatives are executed to ensure trackability, monitoring and optimization for EB are built in the system.
5. Process Excellence: Monitor and provide constructive criticism to process excellence team in building Business Requirement Documents.
6. Partnership: Improvement of operations flow within partnership division.
- Minimum of 9-10 years of progressive working experience in relevant roles.
- Proven track record of managing multiple managers effectively.
- While not a necessity, previous experience in the insurance industry is advantageous.
- Demonstrated experience in successfully tackling business process re-engineering projects.
- Results-oriented strategic thinker.
- Assertive and proactive in taking initiatives.
- Strong verbal and written communication skills.
- Fluent in English.
