Vice President – Policy Operations

The 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 Responsibilities

Strategic Leadership

• Define 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 Excellence

• Establish 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 Delivery

• Drive 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 & Capability

• Build 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 & Insights

• Use 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 Enablement

• Act 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 & Competencies

Competencies

• Expertise in process governance, performance metrics, and decision analytics
• In-depth knowledge of healthcare insurance policy and regulatory compliance
• Proven leadership of large teams and capability building
• Skilled in analytics and BPM tools (e.g., Mega HOPEX)
• Strategic alignment of operations with customer service goals
• Customer-focused, data-driven, and change-oriented leadership
• Financial insight into cost control and outsourcing strategies

Skills

• Strong grasp of operational controls and governance frameworks
• Lean Six Sigma and process optimisation experience
• Advanced use of analytics tools (e.g., Tableau, Power BI) and CRM systems
• Excellent communication and stakeholder engagement, especially at C-suite level