Head of Operational Excellence

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.
And to get there, we need leaders with the courage, clarity and humanity to inspire, guide and support their teams to thrive every day - in the work they do and the life they live. Our leaders always have and will play a vital part in our journey to help more people live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone.
If you sound like that leader, read on.
About The Role
As a key member of the leadership team, the Head of Operational Excellence provides overall strategic performance and service leadership to the organization and defines the operational excellence strategy of the company.

This role partners closely with senior stakeholders to identify business priorities and drive strategies and programs with the objective of helping the organization meet its strategic goals.

• Responsible for driving operational excellence and robust continual improvement using Lean Six Sigma, Agile and other methodologies, the role will lead, facilitate, organize, and coordinate an improvement program for the shared services business
• Lead critical strategic work in the areas of operational planning, reporting, and performance measurement for the shared services business
• Lead and direct the technical training and capability function for Operations and is responsible for overseeing the creation and implementation of training model and frameworks, specifications, solutions, and materials whilst utilizing technology to deliver course content to ensure efficiencies
• Define and own the service management framework, SLAs, KPI's and governance for the effective delivery of services

Continuous Improvement (CI)

• Develop and implement strategic operational excellence programs to drive transformation in operations and maximize business results; Manage and facilitate all Continuous Improvement initiatives and strategy
• Seek to understand local market nuances and partner with business leaders to evaluate proposals, build business cases, plan new joint initiatives, and determine how they fit into business capability roadmaps and priorities.
• Collaborate with business units and stakeholders to review processes to understand inefficiencies, demand, and proactively drive opportunities for continuous improvement in value optimization and business process
• Drive a continuous improvement culture within the organization by prioritizing opportunities and execution of a Lean transformation strategy
• Use metrics to provide support to process owners in linking projects to strategic operational objectives; Develop regular report metrics for all work streams as well as any internal initiatives with integration points and / or dependencies that support the successful delivery of the improvement project
• Identify best practices within and outside the organization and serve as a channel for best practice sharing and adoption across functions and business units
• Challenge organizational leaders when necessary to create an action-based culture of continuous improvement and increase CI and Lean-oriented thinking throughout the organization
• Work with the Finance department to evaluate project savings estimates, validate reported CI benefits, and ensure accurate accounting of CI productivity

Performance Management

• Actively review and monitor overall service performance against KPIs and SLAs
• Use insights, performance measurement results and feedback regarding services provided to identify areas of continuous improvement in service performance and support the Operations teams to implement improvements
• Develop a data management system that aggregates data across administrative departments, including refining KPIs, creating internal dashboards, and designing protocols for monthly reporting and data sharing
• Provide consistent training and support to administrative staff to improve efficiency and effectiveness of data collection, enhance understanding of monthly reporting requirements and protocols, and identify new KPIs based on changing data availability and needs
• Create regular reporting for executive leadership that synthesizes key learnings to guide organizational decision making and resource allocation
• Provide ongoing leadership in implementing, maintaining, and improving the data management system to optimize performance
• Seek feedback from stakeholders across the business to measure service levels within Operations to contribute to insights around service delivery performance

Service Management

• Develop and evolve the roadmap for the organization's Service Management Program including best practices, standards, principles, and functions that will continue the organization's transformation into a service-oriented, customer-driven, value-added organization
• Lead the implementation of the organization's service strategy
• Collaborate with other leaders across the organization to develop and implement comprehensive key performance and risk indicators along with related reporting
• Work closely with process owners to integrate service management practices into the delivery of services with the objective of delivering reliable, repeatable services, at proper service levels
• Lead continual service and process improvement through regular analysis of metrics; Identify metrics and implement reporting that will help the Operations team measure customer satisfaction, establish service value, propose new service opportunities, and strengthen the cycle of continuous improvement
• Stay connected to the broader community; in collaboration and regular engagement with stakeholders, develop, manage, and refine the metrics program, develop key reports, key performance indicators (KPIs), and metrics packages for executive leadership

Quality Assurance (QA)

• Develop and implement the QA strategy of the organization, aligning the QA objectives with the business goals, establishing the QA standards and best practices, and ensuring compliance with the relevant regulations and industry standards
• Plan and execute the QA activities and projects of the organization
• Solve and prevent the QA problems and issues of the organization; identify and analyze the root causes of the QA defects, errors, and failures, as well as implementing the corrective and preventive actions
• Facilitate the QA feedback and learning processes, ensuring that the QA lessons learned and best practices are documented and shared
• Drive the QA improvement and innovation initiatives, ensuring that the QA processes are continuously reviewed and optimized
• Communicate and manage the QA expectations and requirements of the internal and external stakeholders of the organization; develop and maintain the QA policies, procedures, and documentation, as well as ensuring that they are communicated and understood by the QA and Operations team

Training Academy

• Lead, coach, and support a team of Training staff to develop and deliver high quality training activities to drive capability uplift across the business. Ensure Operations staff are competent in both the service capabilities and technical skills required to perform their roles
• Ensure alignment of training activities and frameworks with the strategic and operational objectives of Operations managers, stakeholders and that Risk-Based Training Needs Analysis has been conducted
• Lead the creation, ongoing review and continuous improvement of technical training and development programs, assessments, materials and frameworks across the Operations curriculum, full consultation with appropriate subject matter experts and stakeholders
• Determine current and emerging future operational and technical capabilities required and ensuring the delivery of technically competent and capable future workforce
• Identify training gaps and appropriate learning opportunities for Operations staff and provide solutions to ensure Operations staff are equipped with the right technical skills and service capabilities now and for the future

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
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