Manager, Operations Transformation (Asia)

In this position you will…You will lead the design and implementation of key transformation programs for bolttech’s contact centre and claims operations in Asia, focusing on AI and digitization as key levers.You will be responsible for…Operational frameworks and governanceDefine operational frameworks for key AI and digitization focused programs that can be repeatably deployed across marketsProactively participate in program rhythms, ensuring dependencies and risks are clearly communicated to PMO / other functionsProcess design and business requirementsCollaborate with cross functional teams to capture process maps, identify AI / digitization opportunities and define go-forward process designDefine business requirements with local markets and drive end-to-end implementation across multiple marketsEstablish automation design principles, bot interaction guardrails, fallback mechanisms and escalation protocolsAI compliance and risk managementIdentify operational and regulatory risks in AI deployment and create mitigation plans for service disruptions or compliance breachesEnsure alignment with evolving data privacy and ethical AI regulationsPerformance measurement, reporting and optimizationDefine post go-live KPIs, develop reports / dashboards to monitor post-go-live performance and drive continuous improvement using data analyticsContinue to track business critical metrics (NPS, resolution time, etc.) to ensure there are no disruptions to the businessChange managementDesign training programs for local teams and manage change through program roll outsInnovation and continuous improvementStay updated on emerging AI technologies and use casesRecommend enhancements to existing initiatives to drive higher impactFor you to be successful……we expect you to be able to demonstrate the following key competencies:ImpactfulProactive in identifying what needs to be done, and taking action, before being asked, or before the situation escalates.Evaluates data and makes decisions, including differing stakeholder perspectives and/or some missing information. Understands when an “80% solution” is sufficient and acts accordingly.Takes accountability and self-motivated to deliver results even in situations which are not straight-forward.CollaborativeDevelops collaborative and dynamic working relationships to achieve the best possible outcomesResolves disputes using a range of tactics to prioritize positive outcomesPartners with a range of people to create trust, and co-create and deliver mutually beneficial outcomesCreativeIdentifies beneficial new approaches and ways of looking at problems, introduces them within teamExperiments with new trends and innovations and is an early adopter where they can benefit teamLeverages solutions from outside environments to create new approachesCuriousActively seeks to learn from others and is inquisitive in order to increase knowledge and competence. Expands understanding of team’s key activities for improved collaboration.Demonstrates reflection and solicits feedback from others. Evaluates and learns from set-backs and adversity.Maintains fluency in trends and new approaches relevant to roleCommunicationsEffective and articulate communicator actively and respectfully listens to andsynthesizes others’ perspectivesKeeps relevant people accurately informed and up-to-date of both positive and potentially negative informationConcise in communicating and references relevant information tailored to the audience to support pointsAppreciates feedback and provides timely specific feedback in returnYou will require the following qualifications and skills7+ years of experience in service operations or operations transformation programs (ideally in Asian markets)Proven track record of digitizing, streamlining and automating operations at scaleDomain fit: insurance/InsurTech, BPO/contact center, claimsStrong program management skills to drive multi market roll outs: benefits tracking, structured governance/RAID, dependency/risk management, and executive reportingHigh data & analytics fluency: KPI frameworks, dashboarding, data quality, and the ability to translate insights into actions for leadership forumsChange leadership track record: training, SOP updates, communications, and adoption management across diverse cultures and stakeholdersLanguage & mobility: fluent English; additional Asian language(s) an advantage; willingness to travel across Asia as neededLeadership communication: concise storytelling, clear decision papers, and stakeholder alignment in a matrixed environment

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