Director, Operations Business Quality
- Taguig City, Metro Manila
- Permanent
- Full-time
Statistics
Life
2022
Based on Paid-Up Capital2
Statistics
Life
2022
Based on New Business Annual Premium Equivalent The Director, Operations Business Quality (Ops-BQ) will lead a high-performing team of Business Quality Analysts to drive operational excellence across FWD PH’s life insurance operations. This role is critical in ensuring seamless customer experiences, efficient processes, and strategic alignment with digital transformation and compliance goals.
The role requires a deep understanding of the Life Operations processes as a whole, considerate of the customer impulse to achieve our brand vision “to change the way people feel about insurance”.Strategic Leadership
- Lead the Ops-BQ team in delivering the department’s mission: driving operational excellence through quality assurance, process innovation, and strategic project execution.
- Recommend actionable inputs to support the development and execution of strategies that enhance customer experience, improve operational efficiency, and ensure data integrity and compliance.
- Oversee quality assurance and testing of systems and processes prior to deployment.
- Ensure robust post-production monitoring and support to maintain system reliability.
- Lead the documentation of business requirements and the design of efficient scalable processes.
- Drive initiatives to improve straight-through processing (STP) and reduce onboarding turnaround time to meet the prescribed Group Office KPIs.
- Enhance after-sales servicing through digital transformation, SLA/TAT improvements, and system enhancements.
- Optimize claims processing through automation, digital tools, and continuous performance monitoring.
- Manage change initiatives, ensuring smooth transitions for both systems and people.
- Oversee user training programs to ensure effective adoption of new tools and processes.
- Partner with internal stakeholders across departments to align on goals, share insights, and drive cohesive improvements.
- Act as a key liaison between various Life Operations business units, IT, Product, and Compliance teams.
- Monitor and report on SLA and TAT performance, ensuring alignment with internal and group-wide KPIs.
- Lead data quality management efforts, proactively resolving issues and implementing preventive measures.
- Support product ownership responsibilities for mission-critical operational systems by managing change requests, evaluating enhancement opportunities, and providing recommendations based on business impact.
- A bachelor’s degree in Business, Operations Management, Engineering, or related field; MBA or equivalent is a plus.
- Lean Six Sigma and/or LOMA certification is an advantage
- Minimum of 10-15 years of experience in operations, quality assurance, or process improvement, preferably in the insurance or financial services industry.
- Proven leadership experience with at least 5 years of people management, leading diverse cross-functional teams and driving strategic initiatives across complex business environments.
- Adept at fostering collaborative cultures, mentoring high-performing individuals, and aligning team goals with organizational vision to achieve measurable outcomes.
- Recognized for implementing innovative solutions, navigating change, and delivering sustained business growth through effective stakeholder engagement and strategic execution.
- Strong understanding of digital transformation, process design, and change management.