Lead the Operation Excellence team responsible for end-to-end business UAT across UW and POS, covering New Business and Renewal processes.
Apply project management practices to plan and prioritize UAT activities, define risk-based test coverage, allocate resources, manage timelines and dependencies, and coordinate business testers and stakeholders.
Oversee test execution and the management of defects, risks, issues, and supporting evidence. Develop team capabilities and ensure appropriate workload allocation and backup coverage.
Continuous Improvement and Performance Management
Develop a thorough understanding of end-to-end business processes to identify process gaps, operational inefficiencies, control weaknesses, and improvement opportunities.
Lead root-cause analysis, process redesign, standardization, and automation initiatives to improve productivity, service quality, customer experience, and control effectiveness.
Establish process and team performance-monitoring routines covering service levels, turnaround time, backlog, productivity, quality, rework, defects, incidents, and project performance. Monitor improvement initiatives, corrective actions, and agreed benefits to ensure sustainable outcomes.
Routine Operational Controls
Ensure activities are completed accurately and within agreed service levels, with proper reconciliation, complete supporting evidence, appropriate access controls, and confidentiality.
Monitor outstanding items and promptly escalate discrepancies, potential AML matches, overdue cases, system issues, and other exceptions in accordance with approved procedures, and related compliance decisions remain with authorized Compliance, AML, or AFC owners.
Identify opportunities to reduce manual work, strengthen controls, and improve process efficiency and sustainability.
Qualification
Bachelor’s degree or higher in Engineering, Science, Finance, Statistics, Data Analytics, or a related field. A degree in Industrial Engineering or another relevant discipline is preferred.
Typically, 8-12 years of relevant experience in operations excellence, business transformation, UAT, business analysis, or insurance operations, including at least 3-5 years in a people-management or major workstream leadership role.
Strong understanding of life and/or non-life insurance operations is required, particularly Underwriting, New Business, Policy Services/POS, Renewal, operational controls, and customer impact, is an advantage.
Demonstrated ability to design and govern risk-based end-to-end UAT across integrated systems, data flows, interfaces, reports, documents, user roles, batch jobs, and exception scenarios.
Strong project and portfolio management capability, including prioritization, resource planning, dependency management, RAID management, change control, implementation, and benefits realization.
Hands-on process improvement capability, including process mapping, root-cause analysis, control design, KPI design, and automation opportunity assessment.
Proficiency in MS Excel and PowerPoint; knowledge of Power BI, Power Automate, RPA, or low-code/no-code tools is an advantage.
Strong leadership, coaching, stakeholder management, analytical thinking, structured problem-solving, and executive communication skills in Thai and English.
Relevant professional certification, such as Lean Six Sigma, Agile/Scrum, Business Analysis, or Software Testing, PMP, PRINCE2, is an advantage.
