BFS Delivery Leader

Job Description

Job Description Operations Management & Service Delivery  Oversee the end-to-end operational delivery  Ensure seamless coordination between internal teams and outsourcing partners.  Drive performance excellence by setting and monitoring SLAs, KPIs, and operational metrics.  Implement Lean, Six Sigma, or other process improvement methodologies to optimise efficiency and cost-effectiveness. Transformation & Change Management Lead large-scale operational transformation, including automation, and digitalisation of processes. Drive the adoption of AI, robotic process automation (RPA), and data-driven decision-making in operations. Oversee the successful transition of new migrations and integration. Foster a culture of continuous improvement and innovation within the operations function.

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Regulatory Compliance & Risk Management

• Ensure full compliance to regulatory requirements
• Establish strong governance frameworks for operational risk management and regulatory reporting.
• Work closely with compliance, legal, and risk teams to align operational processes with industry standards.
• Develop and implement business continuity plans and operational risk mitigation strategies.

Customer & Policyholder Experience

• Enhance customer experience by ensuring high service standards, efficient complaint resolution, and customer-centric operations.
• Implement strategies to improve customer engagement, retention, and satisfaction within the framework.
• Leverage data analytics to personalise customer interactions and optimise service delivery models.

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Stakeholder Management & Leadership

• Act as a key strategic partner, working closely with the CEO, CFO, CIO, and other senior leaders to align operations with business objectives.
• Manage outsourcing relationships, third-party vendors, and technology partners to ensure high performance and cost-effectiveness.
• Lead, mentor, and develop large teams across multiple geographies, fostering a high-performance culture.
• Drive cross-functional collaboration with finance, actuarial, IT, and compliance teams to enable business success.

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