Operations Strategy and Excellence Lead

The successful candidate will partner closely with the PH Operations Transformation Lead Operations Value Stream Lead Regional Transformation and Excellence team and different stakeholders in PH e.g. Distribution Risk Legal & Compliance IT Marketing to deliver process improvements that are beneficial to the client and Distributor.

Key Responsibilities

Strategy and Governance

• Work with the Head of Operations Strategy and Transformation and PH COO in setting and follow through the overall 3-year Operations Strategy and Roadmap

• Work with the Head of Operations Strategy and Transformation and the Transformation Lead in setting the 3- year transformation road map

• Assist in implementing governance structures for assessing high-priority improvement programs ensuring senior-level sponsorship and clear accountability.

Process Optimization and Standardization

• Conduct in-depth reviews of end-to-end processes (e.g. underwriting policy administration claims) to identify inefficiencies and boost cost-effectiveness.

• Apply Lean Six Sigma methodologies to streamline workflows maintaining compliance with local regulations while ensuring regional consistency.

• Assist in developing refining and endorsing best-practice operating models providing expert guidance to field teams.

Collaboration with Transformation and Innovation Teams

• Act as a key source of operational insights and proven techniques that support transformation and innovation efforts.

• Offer process designs and recommendations while transformation initiatives progress minimizing potential disruptions to existing operations.

• Provide feedback on pilot programs and new technologies to help adapt successful solutions for broader rollouts across multiple markets.

Digital Tools and Automation

• Lead in directing the adoption of quick wins automation platformssuch as PowerApps IDP and AI as process improvements.

• Collaborate with Regional Transformation Local IT and data analytics groups to evaluate the impact of these tools broadening their use where they deliver clear value.

Building Capabilities and Implementation Frameworks

• Assist in designing and delivering training to strengthen operational excellence competencies within the PH Operation team.

• Support the establishment and maintenance of robust implementation processes for performance reviews ensuring consistent application across all markets.

• Provide continual support and coaching to continuous improvement leads fostering a culture of data-informed improvement and accountability.

Business Case Performance Measurement and Stakeholder Management (PH and Region)

• Support the Head of Operations Strategy and Transformation in developing business case using benefit realization assessments to confirm gains guide subsequent enhancements and keep senior leaders informed.

• Encourage a culture of ongoing optimization by promoting evidence-based decision-making and iterative refinements to processes.

Coordination and Execution

• Review progress of identified improvements with Value Stream teams addressing any delays and issues providing support for remediation or escalation as needed.

• Review implementation progress and delivery expectations offering deep dives with a focus on customer-driven outcomes.

Reporting and Tracking

• Support monthly reporting of initiatives to PH regional stakeholders and committees.

• Maintain a repository of all undertaken process reviews and track/report progress.

Support and Backup

• Provide support and backup to PH Transformation team.

Change Management

• Lead and Support the Transformation team in implementing effective Change Management initiatives for the overall Strategy and Transformation team initiatives

Shared Accountabilities

• Cross-Functional Collaboration: Work collaboratively with other department heads and senior leadership to ensure alignment of transformation initiatives with overall business goals.

• Change Management: Partner with relevant departments to create and implement effective change management strategies.

• Stakeholder Communication: Collaborate with relevant departments to ensure clear and consistent messaging around transformation initiatives.

Problems / Challenges

• Change management: Overcome resistance to new technologies or processes. Develop and implement effective change management strategies to ensure smooth transitions.

• Resource Constraints: Prioritize initiatives and manage limited resources including budget time and personnel to successfully execute transformation initiatives.

• Alignment Across Departments: Ensure cross-functional alignment and collaboration addressing potential conflicts or misalignments that may arise during projects.

• Data Management: Address challenges related to data quality accessibility and integration across systems.

Competencies/Knowledge

• Familiarity with scaled agile practices.

• Prioritizes short-term process goals while keeping a broader organizational perspective.

• Performance-Driven: Demonstrates a solid track record of achieving operational efficiencies and heightening service standards.

• Analytically Minded: Utilizes robust data and metrics to guide operational decisions and maintain accountability.

• Obsessed with the customer; ability to drive value working backward from the customer.

• An entrepreneurial spirit and comfort working within a rapidly changing environment and able to take sensible risks and recommend to continue or discontinue direction based on data.

• Exposure and experience in such areas as strategy planning agile project management principles lean and systems thinking and change management.

• Demonstrated success at senior cross-functional project delivery involving cross-functional teams stakeholders and business functions.

• Exceptional communications judgment and the ability to communicate effectively at all levels with both technical and non-technical stakeholders.

• Confident presentation and facilitation skills and strong interpersonal and leadership skills to facilitate working with senior management at all levels.