Responsibilities

Operations Excellence

• Implement the operational vision for the H&B practice and align Vietnam processes with Global/Regional standards.

• Drive process efficiency, service quality, and right‑shoring opportunities.

• Embed the Excellence Model through onboarding, communication, and updates.

• Provide insights to Regional stakeholders and recommend tools/process improvements.

• Maintain and update broking documentation and checklists to ensure compliance.

• Facilitate Mechanical and Office Reviews and follow through on action items.

• Partner with Compliance, Legal, and Regional Ops on regulatory and operational initiatives.

• Conduct gap analyses across placement, claims, and admin workflows to identify risks and improvements

Enrolment Management & Risk Control

• Manage and validate enrolment files and member data with high accuracy.

• Ensure compliance with evolving regulatory requirements.

• Serve as the Vietnam operational liaison to Regional Ops, clarifying local practices and language nuances.

• Resolve data discrepancies with clients and insurers to reduce operational and compliance risk.

• Maintain complete audit trails and enforce strict version control and documentation integrity.

Contract Coordination (Broker Agreements, NDAs, DPAs)

• Coordinate end‑to‑end contract processes with clients, brokers, Legal, and Compliance.

• Prepare, track, and manage contract documents to ensure timely execution.

• Support interpretation of Vietnamese contractual content.

• Maintain a structured, audit‑ready contract repository.

• Identify and escalate contract‑related risks

Reporting & Data Standardization

• Consolidate and standardize data from systems including D365, GSWin, Benefits Engine, and insurer sources.

• Develop consistent reporting templates for internal and client use.

• Ensure accuracy, traceability, and PDPL‑compliant data governance.

• Produce claims and utilization analyses and client performance reports.

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The Head of Operation Excellence is responsible for driving operational efficiency, compliance, and process improvement across the H&B practice. The role oversees enrollment accuracy, risk control, contract coordination (NDAs, DPAs, broker agreements), and data/report standardization. It partners closely with Compliance, Legal, Regional Ops, and internal teams to ensure high‑quality service delivery, strong documentation, and alignment with global/regional standards.

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Requirements

• 10+ years of experience in Insurance or Financial Services.

• Strong operations/process leadership and experience managing teams locally/virtually.

• Proven track record in change initiatives and operational excellence.

• Solid project management capability.

• Strong stakeholder influence, coaching, and communication skills.

• High emotional intelligence, professionalism, and integrity.

• Highly organized, strategic thinker with strong problem‑solving ability.

• Knowledge of change management, process improvement, quality/KPI frameworks.

• Experience working with Sales, HR, Finance, Risk, Compliance, and Legal.

• Good understanding of relevant regulations.

• Proficiency in Microsoft Office; experience with workflow/ATS tools is an advantage.

• Bachelor’s degree in Business or related field preferred

An equal employer

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N/A