Chief Operations Officer

Responsibilities

Operations

• Leads teams to deliver an outstanding customer experience by providing "front office" customer services and in a way which is operationally effective and in line with the group brand values
• Is responsible for ensuring provision of "back office" operations, managing internal and external relationships to ensure service standards are met
• Leads teams to provide premises and office services, making sure these are fit for purpose and cost effective
• Manages key operational service suppliers (internal and external) to ensure that all services are delivered to service level agreements / to time / to budget
• Acts as a key interface with Group Operations to ensure that the cost effectiveness of the provision of operational services in maximised
• Manages Operational Risk and ensures that the appropriate controls are in place and effective
• Manage stakeholder relationships with business units and any future new jurisdictions through the expansion strategy to ensure internal collaboration is strengthened to provide timely and external responsiveness to and alignment with the broker needs, consumer behaviours, market or customary practices
• Establish and continuously improve effectiveness of relationships with key internal operations stakeholders including sales, risk and finance colleagues
• Drives work which aligns with customer experience and in a way which drives customer loyalty and contributes to business profitability
• Maintain an understanding and awareness on key aspects of life insurance, legislation, compliance and the market
• Manages, develops and coaches direct reports in order to ensure their ongoing effective contribution and a highly motivated and productive team

Change and IT

• Provides overall leadership to Change and IT teams to ensure efficient provisions of business and IT infrastructure, analysis, project management, development and service delivery to the business to ensure effective delivery of Change portfolio
• Works in partnership with the Leadership Team to review the priorities within the Change Portfolio and ensure these are still aligned with business priorities
• Effectively manage demand and supply levels within budget constraints and making recommendations for optimum resource supply models to meet current and future demands
• Ensure that portfolios of work are delivered to time, quality and cost dimensions and meet the stated business objectives
• Implement, embed and oversee robust Risk and Issue Management processes
• Ensure financial management and reforecasting is established and embedded and maintain a commercial focus at all times
• In conjunction with Business Continuity Management, ensures that the necessary processes and procedures are in place to maintain or recover the delivery of services in the event of any physical, technical or environmental disaster or major outage, and to ensure the continuity of IT service is provided within the relevant governance frameworks
• Direct and contribute to research and analysis of new concepts / ideas to ensure the continuous development and progression of IT capability and delivery
• Lead regular service review meetings with suppliers and meets customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained

Dimensions

• Reports to the Chief Executive and a member of Hong Kong Leadership Team
• Manages a number of teams with 50-60 people with the following accountabilities:
• Customer Services
• Customer Administration
• Office Services
• IT Operations
• Project Management
• Business Analysis & Improvements
• Systems Development & Delivery
• Based in Hong Kong

Requirements

Overview

• Degree qualified or with equivalent business experience
• Experience in leading and managing large operational and / or IT teams
• Experience of managing multiple teams managing customer processes including complaint handling, fund transactions and payments in and out
• Considerable experience in IT and project delivery across a wide range of technologies and applications
• Strong Change experience and a track record of leading and delivering complex programmes of work across multiple locations and geographies
• Experience in the Financial Services industry in a senior management role
• Experience of managing internal and external suppliers
• Track record prioritisation between projects and managing competing demands
• A proven ability to analyse information and form rational judgements
• A proven ability to gain cross-divisional agreement to complex and controversial initiatives
• Flexible and able to travel to overseas locations
• A strong financial and commercial awareness is essential
• Proven ability to work to deadlines and under pressure

Job Challenges & Problem Solving

• To prioritise responsibilities for a number of sub-functions to ensure that all are working effectively and collaboratively
• To engender a high performance and continuous improvement culture and seek opportunities for increased operational efficiency
• To negotiate and influence other parts of the Group to take actions that supports the business and to take into account of business needs
• To work through others and third party providers to ensure that projects are delivered to cost and quality targets
• To balance the competing needs of Asia and future markets
• To be aware of the competitor and market situation, in order that these are taken into account in service
• Maintain an effective control environment in Operations
• Develop a strong Operation, Change & IT team with a robust talent pipeline.
• Authorisation & Limitations
• Provides leadership and direction through senior managers and managers across business functions
• Accountable for the delivery of outstanding customer services, back office admin, Change and IT and premises services for the business
• Responsible for the Change Portfolio of circa £1.5m pa
• Responsible for managing staff and project budgets