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WE ARE LOOKING FOR ...... The main responsibilities of the Policy Servicing & Process Improvement Manager are to ensure continuous improvements in the policy servicing processing to meet department's key KPIs, focusing on process refinement/re-engineering and digitalization.

. The Policy Servicing &Process Improvement Manager will be involved in the planning, managing and implementation of key strategic initiatives focusing on driving digital adoption and journey improvement within Policy Servicing, including change management using agile approach.

. The manager will work closely with Head of Departments, Business Users/SMEs to understand and map out the current process, identify opportunities for improvement and facilitate discussions with the key business stakeholders to conclude the improvements.

. Upon obtaining the necessary approval to proceed, the manager will facilitate discussions with the business and TECH support team (Business Analyst, Solution Architect, Developer, Tester, etc) on the feasibility and priority. Also, to prepare Business Requirements / User Stories for assessment.

• Represent the Business Users/SMEs in any business requirements discussions with TECH support team and able to provide the necessary information required accurately with minimal disruption to the SMEs.
• Plan and actively involved in the groundwork preparation from the very initial stage of the initiative/project and its prioritization to maximise the benefit realization within short period of time.
• Able to share and recommend best practices to the business team to achieve the best results, within timeline and budget.
• Lead the discussion with business team to identify gaps/area for improvement and always challenge the status quo.
• Collaborate with other teams to create the synergy and able to demonstrate the benefits from the collaboration.
• Work closely with Operations/Non Operations team to always align the key objectives with the target set, including closing any gaps identified.
• Meet regularly with stakeholders to ensure initiative/project is progressing according to timeline and ensure transparency regarding initiative/project progress and issues/ risks.
• Provide accurate and timely update of the initiative/project status to key stakeholders.
• Involve in the Change Management planning and execution to achieve a successful journey.
• Engage/Manage various stakeholders on issues and enhancements & prepare and oversee the execution plan in addressing the issues and enhancements.
• Involve in providing training, roll down, feedback gathering from internal or external stakeholders and share the feedback in a structured approach.
• Perform data analysis and use the statistics to support the decision on the prioritisation.