The candidate will lead a team of experienced managers, acting at central and local levels to support International Markets entities to succeed in their operations, customer experience and business transformation journeys.
International Markets includes entities across LATAM, Africa, Middle-East, Turkey, South-East Asia (Thailand, Indonesia and Philippines) and South Korea.
Key Accountabilities
The candidate will lead the Business Transformation and Customer Experience department, working jointly with the Heads of the different Business Lines, and will lead a team of experienced managers to support International Markets entities in their transformation journey, focusing on our businesses (P&C Retail, Commercial Lines, Health, Life & Savings), customer experience, digitalization and operations.
The candidate will ensure a link with business needs to drive the transformation strategy definition (leveraging on Tech & Data), as well as the implementation roadmap for the entities in scope.
His/her team will drive, accelerate and support the transformation and operations strategy, including:
Partnering with local and regional business leaders to understand strategic goals, processes and challenges.
Identify opportunities for improvement in areas like technology evolution, digitalization, customer experience, operational efficiency and cost reduction. Develop and recommend business transformation strategies that align with the organization's overall goals.
Support transformation plan definition (organization, governance, project plan, solution selection, etc.), in line with International Markets and Group standards.
Collaborate with IT and other departments to ensure technology solutions support business strategy and transformation efforts.
Steer strategic initiatives execution on its multiple dimensions and report progress, risks and main highlights in the relevant governance bodies. Support mitigation plan definition and implementation when needed.
Coordinate with experts in the different International Markets domains to leverage on the right expertise from the platform (Business, IT architecture, Data, Finance, ...) to bring value to strategic initiatives.
As delegated function from Group, monitoring and reporting of selected entities’ Project Portfolios.
Lead/participate in transversal initiatives defined by Group or International Markets, including project definition (scope, approach, methodology, plan, governance...). Will coordinate and lead all stakeholders to secure the project execution in all entities in scope.
With regards to customer experience, his/her team will:
Support implementation of customer experience programs at local level, providing customer satisfaction standardized methodologies, also promoting best practice sharing and synergies across entities.
Lead governance around customer metrics, annual target definition as part of overall entities targets, results monitoring and mitigation plans definition (when deviations).
Accelerate Digital Transformation with main focus on Customer Journey digitization, process automation and reengineering.
Role Requirements
+12 years of experience, with proven mastery of:
Insurance business acumen madatory
Strategic program management, with business and IT dimensions
Good knowledge of information systems
Business case challenge
Change management
Customer satisfaction programs implementation
Customer segmentation and marketing notions
Awareness and understanding of innovative trends such as:
Digital solutions (CRM, Insurance and Health core systems and start-ups)
AI
Automation and RPA
IoT and Telematics
Data Management concepts
Qualifications:
Scientific or business education (engineering school, business school or similar education)
Proficient in Microsoft Office: Excel, Powerpoint, Word
Communication and interpersonal skills in English. French and Spanish are desirable
Soft skills and competencies.
Strong leadership skills, and strong convincing power, and ability to influence
Ability to take decisions on key initiatives and explaining key drivers to top management
Strong analytical skills, execution driven and ability to propose &/or challenge a strategic vision
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