Job summary
Leading and transform the Service Excellence (SE) function by stabilizing service operations, driving process improvement and automation, and building a scalable, SLA-driven service organization that supports business growth, cost efficiency, and service quality.
Job description
- Own end-to-end insurance service operations with full SLA accountability
- Stabilize operations and eliminate backlog / recurring service issues
- Lead process redesign using Lean principles to reduce manual work and improve efficiency
- Drive automation initiatives and deliver measurable productivity gains
- Establish SOP, governance framework, and control standards across SE processes
- Monitor service KPIs and translate data into corrective actions
- Manage operational risk, compliance, and audit readiness
- Partner with Product, Sales, IT, and Insurers to align service delivery
- Build and develop a high-performing, process-driven Service Excellence team
- Embed a continuous improvement culture across the function
Job qualifications
- Bachelor's degree in Business, Finance, Insurance, or related fields.
- Minimum 5 years of experience in insurance operations, service excellence, or operational transformation roles.
- Proven experience in process improvement, Lean initiatives, automation, or operational excellence.
- Strong stakeholder management and cross-functional leadership skills.
- Analytical mindset with ability to translate data into operational decisions.
