Manager, Operations Transformation Asia

In this position you will....
You will lead the design and implementation of key transformation programs for bolttech’s contact centre and claims operations in Asia, focusing on AI and digitization as key levers.

You will be responsible for…
Operational frameworks and governance
Define operational frameworks for key AI and digitization focused programs that can be repeatably deployed across markets
Proactively participate in program rhythms, ensuring dependencies and risks are clearly communicated to PMO / other functions
Process design and business requirements
Collaborate with cross functional teams to capture process maps, identify AI / digitization opportunities and define go-forward process design
Define business requirements with local markets and drive end-to-end implementation across multiple markets
Establish automation design principles, bot interaction guardrails, fallback mechanisms and escalation protocols
AI compliance and risk management
Identify operational and regulatory risks in AI deployment and create mitigation plans for service disruptions or compliance breaches
Ensure alignment with evolving data privacy and ethical AI regulations
Performance measurement, reporting and optimization
Define post go-live KPIs, develop reports / dashboards to monitor post-go-live performance and drive continuous improvement using data analytics
Continue to track business critical metrics (NPS, resolution time, etc.) to ensure there are no disruptions to the business
Change management
Design training programs for local teams and manage change through program roll outs
Innovation and continuous improvement
Stay updated on emerging AI technologies and use cases
Recommend enhancements to existing initiatives to drive higher impact

For you to be successful…
We expect you to be able to demonstrate the following key competencies
Impactful
Proactive in identifying what needs to be done, and taking action, before being asked, or before the situation escalates.
Evaluates data and makes decisions, including differing stakeholder perspectives and/or some missing information. Understands when an “80% solution” is sufficient and acts accordingly.
Takes accountability and self-motivated to deliver results even in situations which are not straight-forward.
Collaborative
Develops collaborative and dynamic working relationships to achieve the best possible outcomes
Resolves disputes using a range of tactics to prioritize positive outcomes
Partners with a range of people to create trust, and co-create and deliver mutually beneficial outcomes
Creative
Identifies beneficial new approaches and ways of looking at problems, introduces them within team
Experiments with new trends and innovations and is an early adopter where they can benefit team
Leverages solutions from outside environments to create new approaches
Curious
Actively seeks to learn from others and is inquisitive in order to increase knowledge and competence. Expands understanding of team’s key activities for improved collaboration.
Demonstrates reflection and solicits feedback from others. Evaluates and learns from set-backs and adversity.
Maintains fluency in trends and new approaches relevant to role
Communications
Effective and articulate communicator actively and respectfully listens to and synthesizes others’ perspectives
Keeps relevant people accurately informed and up-to-date of both positive and potentially negative information
Concise in communicating and references relevant information tailored to the audience to support points
Appreciates feedback and provides timely specific feedback in return

You will require the following qualifications and skills
7+ years of experience in service operations or operations transformation programs (ideally in Asian markets)
Proven track record of digitizing, streamlining and automating operations at scale
Domain fit: insurance/Insur Tech, BPO/contact center, claims
Strong program management skills to drive multi market roll outs: benefits tracking, structured governance/RAID, dependency/risk management, and executive reporting
High data & analytics fluency: KPI frameworks, dashboarding, data quality, and the ability to translate insights into actions for leadership forums
Change leadership track record: training, SOP updates, communications, and adoption management across diverse cultures and stakeholders
Language & mobility: fluent English; additional Asian language(s) an advantage; willingness to travel across Asia as needed
Leadership communication: concise storytelling, clear decision papers, and stakeholder alignment in a matrixed environment