Senior Manager, Operation Excellence

Diversity, Equity & Inclusion

At Generali, we are committed to fostering a diverse, equitable, and inclusive workplace where everyone has the opportunity to grow, contribute, and succeed. We welcome applications from individuals of all nationalities, backgrounds, experiences, and perspectives.

Language Requirement

Fluency in both spoken and written Thai is required for this role.

As this position involves frequent interaction and collaboration with stakeholders, customers, business partners, and colleagues across Thailand, the successful candidate must be able to communicate confidently and professionally in Thai within a business environment.

Applications from candidates who do not meet this requirement may not be considered.

Senior Manager, Operation Excellence

About the Role

We are seeking an experienced Senior Manager, Operation Excellence to lead and manage end-to-end User Acceptance Testing (UAT) across New Business and Renewal processes while driving operational excellence initiatives. This role is responsible for ensuring system changes are thoroughly tested, business requirements are met, operational risks are effectively managed, and sustainable process improvements are implemented to enhance productivity, service quality, control effectiveness, and customer experience.

Key Responsibilities

Lead End-to-End UAT Management

• Lead the Operation Excellence team responsible for end-to-end business UAT across Underwriting (UW) and Policy Services (POS), covering New Business and Renewal processes.
• Apply project management practices to plan and prioritize UAT activities, define risk-based test coverage, allocate resources, manage timelines and dependencies, and coordinate business testers and stakeholders.
• Oversee test execution and manage defects, risks, issues, and supporting evidence throughout the testing lifecycle.
• Ensure complete traceability, test evidence, residual-risk reporting, and business readiness before implementation.
• Develop team capabilities, manage workload allocation, and ensure adequate backup coverage.

Drive Continuous Improvement and Performance Management

• Develop a thorough understanding of end-to-end business processes to identify process gaps, operational inefficiencies, control weaknesses, and improvement opportunities.
• Lead root-cause analysis, process redesign, standardization, and automation initiatives to improve productivity, service quality, customer experience, and control effectiveness.
• Establish performance monitoring routines covering service levels, turnaround times, backlogs, productivity, quality, rework, defects, incidents, and project performance.
• Track improvement initiatives, corrective actions, and agreed benefits to ensure sustainable outcomes.
• Maintain process maps, SOPs, work instructions, and control documentation.

Oversee Routine Operational Controls

• Ensure YES File Uploading and AML Screening activities are completed accurately and within agreed service levels.
• Maintain proper reconciliation, supporting evidence, access controls, and confidentiality requirements.
• Monitor outstanding items and promptly escalate discrepancies, potential AML matches, overdue cases, system issues, and other exceptions in accordance with approved procedures.
• Identify opportunities to reduce manual work, strengthen controls, and improve process efficiency and sustainability.
• Ensure compliance decisions remain with authorized Compliance, AML, or AFC owners and that appropriate segregation of duties is maintained.

Qualifications / Requirements

• Bachelor's degree or higher in Engineering, Science, Finance, Statistics, Data Analytics, or a related field.
• Degree in Industrial Engineering or a related discipline is preferred.
• Typically 8–12 years of relevant experience in operations excellence, business transformation, UAT, business analysis, or insurance operations.
• Minimum 3–5 years of people management or major workstream leadership experience.
• Strong understanding of life and/or non-life insurance operations, particularly Underwriting, New Business, Policy Services/POS, Renewal processes, operational controls, and customer impact.
• Demonstrated experience designing and governing risk-based end-to-end UAT across integrated systems, data flows, interfaces, reports, documents, user roles, batch jobs, and exception scenarios.
• Strong project and portfolio management capabilities, including prioritization, resource planning, dependency management, RAID management, change control, implementation, and benefits realization.
• Proven hands-on experience in process improvement, including process mapping, root-cause analysis, control design, KPI development, and automation opportunity assessment.
• Proficiency in Microsoft Excel and PowerPoint.
• Knowledge of Power BI, Power Automate, RPA, or low-code/no-code tools is an advantage.
• Strong leadership, coaching, stakeholder management, analytical thinking, structured problem-solving, and executive communication skills.
• Excellent communication skills in both Thai and English.
• Professional certifications such as Lean Six Sigma, Agile/Scrum, Business Analysis, Software Testing, PMP, or PRINCE2 are advantageous.

Key Stakeholder Engagement

• Partner closely with IT and Operational Excellence teams on UAT planning and execution, requirement validation, business readiness, process analysis, issue resolution, and improvement design.
• Collaborate with Management, PMO, HR, and Finance on portfolio prioritization, resource planning, performance reporting, funding, benefits tracking, and decision support.
• Coordinate with vendors, partners, and consultants on project delivery, technology implementation, system support, service performance, and issue resolution.
• Work with Compliance, AML/AFC, Risk, and Internal Control teams on operational controls, exception escalation, risk management, evidence requirements, and regulatory compliance.

Leadership Scope

• Lead the Operation Excellence team with accountability for team objectives, resource allocation, performance management, coaching, capability development, and succession coverage.
• Own end-to-end business UAT delivery across New Business and Renewal processes.
• Lead process improvement and performance management initiatives to ensure measurable and sustainable business outcomes.
• Oversee assigned routine controls for YES File Uploading and AML Screening while maintaining governance requirements.
• Provide evidence-based UAT sign-off recommendations, with formal production acceptance and residual-risk acceptance remaining with the designated Business Owner or authorized governance body.

What We Offer

• Hybrid Working Model, Flexible Collaboration and Work-from-Anywhere Opportunities
• Comprehensive Benefits and Well-being Programs
• Inclusive Benefits and Support for LGBTQA+ Employees
• Access to Global Learning Platforms and Personalized Development Journeys
• International Career Growth Opportunities Across the Generali Group
• A Collaborative, Inclusive, and Purpose-Driven Culture

Join Generali

Join a global organization where innovation, collaboration, and continuous learning drive success. Be part of shaping the future of insurance while building a rewarding career and making a meaningful impact on our customers, colleagues, and communities.