Job Purpose

The Head of Operations is responsible for setting strategic direction and ensuring effective execution across all new business, underwriting, claims, policy service related operational functions. The role aims to enhance operational productivity, deliver exceptional customer experience, and support the company’s transformation initiatives. This individual will lead operation function from ideation through implementation and benefits realization, while ensuring strict compliance with internal controls, regulations, and risk frameworks.

Key Accountabilities (3)

• Develop and implement strategic initiatives to optimize New business, underwriting, policy service and claims operations in a dynamic, competitive environment.
• Champion customer-centric processes and create a culture of service excellence in alignment with the company’s mission and values.
• Ensure compliance with internal standards, regulatory requirements, and enforce a strong internal control environment.
• Identify and execute continuous improvement opportunities across the operations value chain to enhance customer experience.
• Lead and manage major transformation and operational efficiency projects, including scope, planning, stakeholder alignment, and budget/resource management.
• Define project methodologies, gain stakeholder buy-in, and monitor delivery to ensure alignment with broader program goals.
• Provide strategic updates and insight to senior leadership on progress, challenges, and benefits realization.
• Develop and deliver high-quality management and operational leadership.
• Build and lead high-performing teams, including direct reports and cross-functional project support teams

Key Relationships - Direct Reports

Employees in the Unit

Key Relationships - Internal Stakeholders

Teams inside and outside Division

Key Relationships - External Stakeholders

Customers, partnerships, associations, state management agencies ...

Success Profile - Qualification and Experiences

• Bachelor’s degree or higher, preferably in Finance, Insurance, or Business Administration.
• At least 10 years of experience in the financial services sector, with significant exposure to life insurance operations.
• Proven track record in business management and strategic project delivery.
• Deep understanding of insurance business services, underwriting, and claims operations.
• Solid knowledge of risk management and compliance processes.
• Strong analytical, problem-solving, and decision-making capabilities.
• Effective communication and interpersonal skills to manage internal and external stakeholders, including regulatory bodies.
• Experience working with cross-functional teams in a fast-paced environment with tight deadlines.
• Demonstrated leadership capabilities, with a focus on driving execution and managing change.
• Excellent command of English proficiency.
• Familiarity with regulatory frameworks and insurance laws in the Chinese market is a strong advantage.