Manager, Customer Operations Strategy, Communications & Channel Engagement

Job Responsibilities:

1. Executive Communications & Strategic Storytelling

• Develop high-impact executive communications presentations and briefing materials for the Chief Customer Operations and Health Officer and senior leadership team.
• Translate complex operational performance customer insights transformation updates and strategic initiatives into clear compelling and action-oriented narratives.
• Prepare ExCo-level Board-level and senior management reporting materials ensuring messages are concise evidence-based and visually engaging.
• Support the Chief of Staff function in shaping key messages leadership talking points townhall scripts strategic updates and internal/external stakeholder communications.
• Ensure all communications are aligned with business priorities brand tone governance standards and stakeholder expectations.

2. Data Storytelling Visualisation & Insight Communication

• Partner with operations analytics finance health claims customer experience and transformation teams to convert data into meaningful business insights.
• Design and produce clear visually compelling data stories using dashboards infographics presentation visuals and executive summaries.
• Support the development of performance narratives covering customer outcomes service levels claims performance operational efficiency AI adoption automation progress and transformation benefits.
• Apply data visualisation best practices to simplify complex information and enable faster decision-making by senior stakeholders.
• Use modern design reporting and AI tools to enhance the quality clarity and impact of operational reporting.

3. AI-Enabled Content Creation & Creative Production

• Leverage generative AI and creative technology to accelerate the production of high-quality communications and engagement assets.
• Create or coordinate the production of visual content including executive decks infographics short-form videos animation concepts digital banners staff engagement visuals and channel communication materials.
• Explore and apply state-of-the-art AI tools for content generation video creation image generation presentation enhancement data storytelling and communications automation.
• Maintain a strong understanding of emerging AI capabilities and recommend practical use cases to improve communication effectiveness productivity and audience engagement.
• Ensure AI-generated content is accurate appropriate brand-compliant and subject to proper human review and governance.

4. Channel Engagement & Agent Communications

• Develop communication materials and engagement plans for insurance agents distribution partners and channel-facing stakeholders.
• Support agency meetings roadshows briefings forums and engagement events by preparing strategic narratives presentation materials videos talking points and post-event communications.
• Translate operational updates claims service improvements customer initiatives and health propositions into agent-friendly messages that are clear relevant and commercially meaningful.
• Work closely with Distribution Marketing Customer Operations Health and Product teams to ensure consistent messaging across agent-facing channels.
• Identify opportunities to strengthen agent confidence understanding and advocacy through better communication storytelling and engagement design.

5. Internal Communications & Staff Engagement

• Support internal communications for Customer Operations and Health including staff townhalls leadership updates transformation communications recognition campaigns and engagement initiatives.
• Develop creative and engaging content to connect colleagues with the organisations purpose customer impact and transformation journey.
• Produce staff engagement materials such as newsletters videos digital posters leadership messages event visuals and interactive content.
• Help build a stronger culture of transparency recognition innovation and customer-centricity across Customer Operations and Health.
• Partner with HR Corporate Affairs and internal stakeholders to ensure alignment with broader employee engagement and corporate communications standards.

6. Strategic Planning & Chief of Staff Support

• Support the Chief of Staff office in preparing strategic updates operating rhythm materials leadership meeting packs and stakeholder briefings.
• Contribute to the planning and communication of key transformation initiatives including AI enablement operational excellence digitalisation health operations claims transformation and customer experience improvement.
• Help establish consistent communication standards templates visual identity and reporting cadence across Customer Operations and Health.
• Track key priorities milestones and communication deliverables to ensure timely execution and leadership alignment.
• Provide ad hoc support on strategic projects executive events governance forums and cross-functional initiatives.

Job Requirements:

• Bachelors degree in Communications Journalism Marketing Business Design Data Analytics Digital Media or a related discipline.
• Minimum 68 years of experience in corporate communications executive communications strategy business planning customer operations marketing communications creative production or consulting.
• Experience in insurance financial services healthcare customer operations or agency distribution is highly preferred.
• Proven experience preparing senior management ExCo or Board-level presentation materials.
• Strong track record in producing high-quality communications presentations visual storytelling or digital engagement assets.
• Experience using data dashboards or business performance metrics to craft compelling narratives.
• Hands-on experience with creative or AI-enabled tools for presentation design video production visual content creation or generative AI would be a strong advantage.

• Excellent writing editing and storytelling skills in English; Chinese capability would be highly advantageous.
• Strong PowerPoint and executive presentation design capability.
• Ability to convert data and complex business information into clear visually compelling insights.
• Proficiency in tools such as PowerPoint Excel Power BI Canva Adobe Creative Suite Figma CapCut video editing platforms or equivalent creative tools.
• Familiarity with generative AI tools for writing image generation video generation design enhancement summarisation and productivity.
• Strong visual sense with good understanding of layout hierarchy typography colour imagery and audience experience.
• Ability to produce polished materials under tight timelines with strong attention to detail.