Head of Operation Excellence, Health & Benefits

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. 

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