Head of Operations

A global insurance company is looking for a Head of Operations. The selected candidate will lead RSA and mobility service delivery, optimise operations, and drive performance, customer experience, and business growth.

Responsibilities:

• Run day-to-day operations to meet cost targets, productivity goals, and customer satisfaction standards
• Monitor operational performance and act as the escalation point for service deviations
• Plan contingency measures for peak periods, volume spikes, and unexpected events
• Oversee quality assurance processes to maintain high service standards
• Collaborate with cross-functional teams to ensure seamless service delivery
• Develop and execute operations support strategies for profitable growth and market strength
• Implement global frameworks for quality control, customer experience, and complaints management
• Manage client onboarding processes and support tender activities with the sales team
• Lead internal and external operational audits and stakeholder communications
• Provide management reporting and ensure performance aligns with operational plans
• Ensure compliance with policies, standards, and productivity objectives
• Recruit, train, and mentor teams to build a skilled and motivated workforce
• Promote a collaborative culture focused on innovation and continuous improvement
• Communicate business strategy and objectives to align team performance
• Address operational challenges and drive problem-solving initiatives
• Identify training needs and support employee development and succession planning
• Drive employee engagement and maintain a positive working environment
• Enhance customer-centric practices using Voice of Customer insights

Requirements:

• More than 6 years of experience in claims, operations, or similar functions
• Proven experience in senior leadership within assistance operations, preferably in roadside assistance, call centres, service networks, or back-office activities
• Hands-on experience managing large and complex local operations
• Experience driving digitalisation and automation initiatives
• Knowledge of operations, performance management, workforce management, fraud, and leakage control
• Experience working in complex matrix organisations with global reporting lines
• Excellent communication and interpersonal skills with senior stakeholders
• Knowledge of local assistance regulations and market trends
• Fluent level English; professional level Japanese

About the Company:

A global leader in insurance and assistance services, this organisation delivers travel, mobility, and protection solutions backed by extensive international expertise and a strong financial foundation. With a focus on customer support, risk management, and innovative service programmes, it provides reliable coverage and round-the-clock assistance for individuals, partners, and businesses across diverse industries. .

Keywords:

オペレーション統括, ロードサイドアシスタンス, モビリティサービス, サービスデリバリー, 顧客体験, 業務改善, ワークフォース管理, 品質管理, コールセンター運営, リスク管理, 求人, 外資系

Job Ref: R74W6G