Head of Operations

Objectives:

• To ensure Company’s operations are conducted smoothly, efficiently, and in compliance with applicable regulations & collaborate with other teams to optimize customer experience & engagement. This position oversees functions including customer service, telesales, legal and compliance, procurement, and general office support services.
• The position also plays a critical role in driving and ensuring the successful delivery of new initiatives—particularly those involving legal and regulatory scope—by working closely with internal and cross-functional teams to support Ideal Life’s business activities effectively.

Responsibilities:

• Monitor and control the quality of customer service, ensuring compliance with service commitments, legalize and Ideal Life’s internal regulations.
• Analyze customer experience and key insights of customer engagement to identify where customers drop off and where improvements or initatives can be made so the telesales team under this position can support customers and sell effectively to increase revenue
• Manage administration, procurement, and office support functions, ensuring that resources are provided adequately, timely, and cost-effectively to support Ideal Life’s operations in accordance with internal regulations.
• Develop, promulgate, and supervise the implementation of operational processes, regulations, and guidelines within the area of responsibility, ensuring consistency, standardization, transparency, and readiness for digitalization and automation.
• Propose improvements to operational processes, technology investments, the selection of vendors to enhance operational efficiency, control costs, and minimize operational risks.
• Work closely with Finance & Accounting department to control all related operational costs, ensuring cost efficiency and minimizing risks and losses.
• Manage legal and compliance activities at Ideal Life, including reviewing legal risks and ensuring compliance with laws and regulations relating to insurance, technology, data protection, and other relevant requirements.

• University graduate or above, majors: Finance – Banking, Economics, Business Administration or related majors
• At least 06 years’ experiences in Fintech, Finance – Banking, Insurance, Economics or related areas, in which at least 03 years at managerial position
• At least 3 years of experience in fields related to operations, business development, business analysis or sales strategy
• Leadership skills & People management
• Analytical skills & Complicated problem-solving skills
• Negotiation skills
• Strategic thinking
• Broad and deep knowledge in Finance – Insurance industry
• Good communication in verbal and written skills & fluency both in English and Vietnamese.