Head of Servicing

Job Description
We are seeking a dynamic and experienced technology leader to join our team as the APAC Head of Technology for Servicing. This role is responsible for driving the platform strategy, managing change and run operations, and delivering exceptional customer experiences across contact centers, servicing, and operations in 11 markets across the APAC region.

The successful candidate will oversee both Change and Run aspect of the servicing portfolio and leading a distributed team:

• Portfolio management and delivery of initiatives and enhancements across four key servicing platforms: CX One (Omni-channel for IVR and Voice), CRM (Microsoft Dynamics), Self-Service Portal, and Chatbot.
• Production support and stability, service levels and incident management of the servicing platforms.
• Collaborate with Global/Regional Platform Owners in delivery and managing the platform.

Key Responsibilities

• Responsible to drive Platform strategy and roadmap for Servicing and Operational applications, promoting reusable and scalability architecture.
• deliver initiative to enable and deliver Servicing and Operation OKRs in supporting business growth across APAC consumer.
• Accountable to managing the APAC consumption of the Servicing / Operation Platforms to ensure stabilities, remediation of security vulnerabilities, upgrade of tech stack and implementation of enhancement and initiatives.
• Responsible for technology investment planning for the platform and overall Total cost of ownership of the servicing and operation applications.
• People management of the distributed team across Change and Run. Optimising of resource management based on the business demand and technology roadmap.
• Responsible to conduct and prepare for the Servicing and Operation steer co and portfolio governance

Qualifications
Attributes:

• Growth mind set with a focus on solutions that benefit the customer
• Excellent communication and presentation skills with senior management
• Flexible, adaptable and hand on in a fast paced and changing environment
• Able to influence and negotiate with stakeholders and other supporting teams to drive project outcomes
• Able to develop effective working relationships across Chubb at all levels at country, regional and global level
• Able to resolve conflicts that may arise, and clear roadblocks that impede project progress
• Displays a strong understanding of IT and business change aspects of projects
• Able to travel interstate if required and work across APAC time zones

Essential

• Degree qualified in I.T. or a related discipline
• 15+ years Technology Platform / Portfolio Management experience and regional exposure across APAC
• Experience with agile system development methods and tools (JIRA, confluence, etc) – preferred agile and PMP certified
• Experience in leading IT project teams within and across regions for an international organization, ensuring successful project delivery across diverse platforms in multiple APAC markets
• Ability to management a portfolio of project in parallel. Proven ability to manage across SDLC.
• Experience in Production Support with service level management / incident management and SRE.
• Financial Management of managing more than $2M+ USD budget and understanding of Clarity, investment planning and forecast
• Experience in application / platform related to servicing and operation as self-service portals, chatbots, call center omnichannel solutions (i.e. NICE CXone, Genesys), CRM systems (i.e. Microsoft Dynamics 365)
• Experience in project related to Cloud migration (ie. Azure Cloud migration and operations impact)
• Experience with leading platform / application that integrate with Data and AI
• Experience with business case development and deep understanding of initiative to drive OKR for servicing portfolio on cost to service, NPS, contact centre productivity and automation
• Remote working experience, with both IT and business teams. Experience working with distributed delivery teams
• Servicing & Operation domain knowledge and digital transformation experience
• Strong communication and presentation skills with senior management / stakeholders
• Strong people leadership of upward of 20+ people and vendor management skills