Own OKRs and KPIs tied to process performance and operational efficiency across multiple countries; monitor post-deployment impact and flag regressions early.
Partner with Product, Regional Heads, and cross-functional stakeholders on CS harmonization efforts, ensuring process logic aligns with organizational goals.
Serve as a key contact point and process escalation subject-matter expert between local business teams, central operations, and regional process excellence teams.
...
Design Target Operating Models (TOM), business process frameworks, and transformation roadmaps.
Lead business process re-engineering initiatives across underwriting, claims, policy servicing, distribution, customer management, and back-office operations.
Facilitate stakeholder workshops to define business vision, strategic objectives, requirements, and transformation priorities.
...