Vice President - Policy OperationsThe Vice President - Policy Operations will lead and optimise all aspects of policy administration, ensuring efficiency, compliance, and alignment with strategic objectives. This pivotal role drives end-to-end policy lifecycle management, enhances customer experience, and fosters scalable, innovative operations.As part of the CX operations leadership team, the VP will champion process governance, data-led decision-making, and performance-driven delivery-enabling operational excellence, team capability, and strategic insight.Key ResponsibilitiesStrategic LeadershipDefine and execute policy operations strategy aligned to business and customer goals.Align with senior leadership to integrate operational strategy across the organisation.Monitor trends and apply best practices to retain competitive advantage.Promote a governance culture focused on accountability and consistent outcomes.Provide leadership with analytics and insights to inform direction.Process Governance & Operational ExcellenceEstablish and enforce policy governance frameworks to ensure consistency and compliance.Lead process reengineering and integration across HIP, CRM, and analytics systems.Identify cost-effective delivery models within regulatory parameters.Monitor operational metrics and drive continuous improvement.Align with BX, CX, Compliance, Risk, and Audit to uphold governance standards.Outcome-Focused DeliveryDrive initiatives that streamline administration and improve delivery accuracy.Partner across functions to optimise workflows and eliminate inefficiencies.Champion digital enhancements that meet evolving customer needs.Team Performance & CapabilityBuild and develop high-performing, collaborative teams.Implement targeted training in policy, process, and analytics.Set and track performance benchmarks aligned to business goals.Decision Analytics & InsightsUse process intelligence tools to generate actionable performance insights.Deliver dashboards and KPIs for real-time strategic decision-making.Work with analytics teams to align data with enterprise objectives.Change EnablementAct as a change leader for operational and digital transformation.Facilitate workshops and upskilling in new processes or systems.Drive a customer-centric, high-performance culture.Lead communications to ensure stakeholder alignment and adoption.Skills & CompetenciesCompetenciesExpertise in process governance, performance metrics, and decision analyticsIn-depth knowledge of healthcare insurance policy and regulatory complianceProven leadership of large teams and capability buildingSkilled in analytics and BPM tools (e.g., Mega HOPEX)Strategic alignment of operations with customer service goalsCustomer-focused, data-driven, and change-oriented leadershipFinancial insight into cost control and outsourcing strategiesSkillsStrong grasp of operational controls and governance frameworksLean Six Sigma and process optimisation experienceAdvanced use of analytics tools (e.g., Tableau, Power BI) and CRM systemsExcellent communication and stakeholder engagement, especially at C-suite level