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Kuala Lumpur, MY

Team Lead Operations

About the Role

  • Working manager position, with both leadership and direct production responsibilities
  • Primarily responsible for delivering accurate, timely service to the business group supported as well as other services that support the processes for assigned geographic areas and product lines of assigned team
  • Ensure team is productive and supports business according to set standards including both internal and external Legal & Compliance guidelines
  • Coach and motivate the team to make sure that they fulfil their potential and provide effective support in line with the guidelines
  • Maintain and monitor a global learning and development framework for assigned staff in collaboration with Business Services, business unit, and other functional areas as needed
  • Project/Audit involvement and leadership with business wide impact
  • This role directly impacts productivity, process efficiency, timeliness, profitability and accuracy of the business group unit
  • Manager position with both leadership and direct production responsibilities;  leadership responsibilities for generally up to 6 direct reports


        Core Responsibilities:

  • Manage and monitor the delegation of work for the assigned team, providing triage of work across the Business Services team as needed to meet the requirements of set Service Level Agreements
  • Act as key contact for business lines supported with regards to quality of work provided, standards of service, and Service Level Agreements
  • Assist the business lines in addressing internal and external customer questions, concerns and complaints
  • Responsible for the performance management process for assigned team.  Provide performance appraisal and compensation recommendations to Operations Manager with input from representatives of the supported business lines
  • Functions as Business Expert and liaison on the development and maintenance of Standard Operating Procedures
  • Develop and monitor training plans to ensure the progress of individuals on the team.  Prepare progress reports and corrective action recommendations for Business Services management
  • Lead the Business Services team with systems and tool enhancements, testing and piloting changes to improve and optimize standardized processes: attend Business Team Lead meetings, participating in User Acceptance Testing, training colleagues on new processes and supporting systems used by the business unit
  • Contribute to local governance activities such as KPI monitoring, Business continuity planning, management meeting
  • Ensure that assigned rule-based tasks follow standard operating procedures.  Interact with on-shore/off-shore teams as appropriate
  • Manage and report on service delivery metrics related to timeliness, quality, and productivity for the services delivered to the business unit with expected continued improvement against the key performance indicators
  • Assist in determining staffing requirements including interviewing, hiring and training for new hires
  • Assume responsibility and actively lead and manage special projects, as assigned


About You


  • Degree or job related experience
  • 3-5 years' relevant experience;  previous leadership experience preferred
  • Knowledge and understanding of most of the business unit systems and processes is required;
  • Knowledge of Business Services business models and its applications is required
  • Advanced proficiency in English language, additional languages of relevant markets are desirable
  • Ability and interest in leading people and processes, building a team and retaining talent
  • Ability and willingness to transfer knowledge and experience to colleagues
  • Ability to identify and implement improvements and simplification in systems and processes
  • Proactively seeks solutions to issues, takes responsibility for failures
  • Readily volunteers to manage projects
  • Ability to identify and work on complex problems;  participate in developing and evaluating options and assists in implementing solutions to transform business services
  • Strong analytical skills including evaluation, determining recommendations and communicating recommendations to the customer while working within established guidelines and operating procedures
  • Demonstrates leadership competencies by evidence of behaviour, customer and team feedback
  • Expert knowledge of business group principles and processes. This includes following processes, meeting established timelines and quality standards, attending required meetings, training classes, and demonstrating learning
  • Demonstrates success leading a team collaboratively in a matrix environment
  • Ability to establish priorities, plan, coordinate and monitor personal work plan maintaining status and oversight of multiple submissions
  • Excellent computer skills – Microsoft Office, MS Project, and Visio
  • Competent in systems, tools and production tasks




About Swiss Re Corporate Solutions 


Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer. We anticipate and manage risks, from natural catastrophes and climate change to cybercrime.

Swiss Re Corporate Solutions is the commercial insurance arm of the Swiss Re Group. We offer innovative insurance solutions to large and midsized multinational corporations from our approximately 50 locations worldwide. We help clients mitigate their risk exposure, whilst our industry-leading claims service provides them with additional peace of mind.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. Swiss Re Corporate Solutions embraces a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work.


Reference Code: 122742 



Job Segment: Operations Manager, Manager, Compliance, Claims, Operations, Management, Legal, Insurance

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