The Transformation Head - Performance is responsible for leading the various technology and operation excellence initiatives across the organization to ensure alignment of goals and requirements to strategic objectives. The role is accountable for driving the digital strategy, process metrics, and capability management. The role oversees the delivery of high-quality services to the customers, drives operational efficiency and innovation, ensures attainment of SLAs and KPIs, and fosters a culture of customer satisfaction and high-performing employees.
Strategic Leadership and Execution
- Define the vision, mission, and strategic roadmap for Operations aligned with transformation strategy and corporate objectives
- Serve as the executive sponsor for major innovation initiatives and ensure alignment with enterprise goals
- Solid leadership and organizational skills to effectively influence strategy and decision making across multiple levels of the organization and diverse business & technology groups.
- Provide innovative leadership in driving quality performance.
- Responsible for initiating, planning, executing, controlling and closure of assigned strategic projects with clear ROI showcasing and stakeholder buy-ins.
Transformation Portfolio Management
- Oversee the design and execution of operations and transformation initiatives
- Establish governance frameworks for programs, including prioritization, resourcing, and risk management
- Report progress and impact to senior stakeholders in local and group.
Performance Measurement & Impact
- Define KPIs and success metrics that drive success and excellence in operational delivery
- Ensure measurable business outcomes such as revenue growth, operational efficiency, and customer experience are met within schedule and budget
- Drive reduction of operational costs across the division through sustainable and scalable initiatives
Organizational Transformation
- Champion new ways of working across the organization, embedding agile and lean principles at scale
- Drive process re-engineering and digital transformation initiatives to enhance operational efficiency
- Lead change management efforts to ensure adoption and sustainability of innovation practices
Capability Building & Culture
- Develop and implement capability-building programs on innovation, agile, and design thinking
- Partner with Learning & Development to curate advanced learning paths for leaders and teams
- Foster a culture of experimentation, collaboration, and continuous improvement
People Leadership & Talent Development
- Lead and mentor the team, ensuring high performance and succession planning
- Attract and retain top innovation talent to strengthen organizational capabilities
Qualification:
- Bachelor's degree in Business Administration, Operations Management, Industrial Engineering or a related field. A Master's degree or relevant certification (e.g., Six Sigma, PMP) is preferred.
- 8+ years in innovation, transformation, or strategy leadership roles
- Minimum of 10 years working on technical and non-technical projects
- Expert-level of insurance domain knowledge with at least 5 years experience in life insurance
- Strong business acumen and ability to influence at C-suite level
- Experience in people management.
- Excellent communication and leadership skills to lead and motivate a growing and changing service operation.
- Ability to engage with leaders and employees at all levels across the wider business to achieve goals and objectives.
