Director, Claims Value Stream Owner

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The opportunity**

This is a key management role within the COO department responsible for driving Claim Value Stream transformation across the Vietnam business. The Claims Value stream owner is responsible for claims transformation, ensuring seamless customer journey, front end digital capabilities, running the business, claim cost containment and improving the overall experience.

**Responsibilities**
- Own and is accountable for Claims Value Stream Administration Business operations and performance ensure service quality and professionalism
- Significantly enhance the performance of Claims TAT, Auto Adjudication process and Administration Business operations through the consistent achievement of material improvements in efficiency, scalability and performance
- Manage a large team who can effectively manage claims admin, reporting and work in conjunction with the Claims head to drive overall efficiencies
- Clearly define the CX Value Stream vision and positioning within the COO organization and within the wider VN business and ensure that this is well understood by and communicated to all key business stakeholders
- Manage Operational risk for new technology introduction and ensure that risk and controls are in place
- Own the budget assigned and prioritize and manage overall backlog and budget
- Build out high performing teams to drive high impact change, results and visible achievements, focusing on improvement in the customer experience, operational efficiency and claim cost containment, both short term and long term
- Act as a “servant leader” who creates an environment within which members of the Value Stream can grow and flourish so that they might give their greatest contributions to the product line. VSOs should lead with humility and strength, knowing that the finest results come from empowering and incentivizing employees to bring their best game to work every day.
- Provide strategic views on prioritization for laying down the future road-map of the CX Value Stream
- Possess a thorough knowledge of the production flows of the Value Stream
- Be transparent at each level of the Value Stream so that information flows freely up and down the chain.
- Maintain a holistic view of the organization and understand where in the large scheme of things their Value Stream fits
- Adapt to ever-changing markets and customer needs quickly and effectively. This implies that the Value Stream is organized and managed in such a way as to facilitate changes with mínimal impact to the flow
- Ensure that results are measurable through establishing a baseline of performance and cost metrics, clear business cases and unarguable results as defined by improvements in appropriate KPIs and unit costings
- Ensure results are sustainable through the embedding of continuous improvement to sustain the change over the medium to long term horizon
- Ensure that improvement of the Value Stream is ongoing and that employees are always on the lookout for new and better ways of creating value within the organization
- Deliver frequent and high quality communications regarding the CX Value Stream objectives and their progress and ensure strong visibility and Claims in from the VN business teams, key stakeholders and senior management team
- Manage Risks and ensure robust risk reviews and necessary risk mitigation is undertaken on a timely basis
- Fully accountable for the success of Value Stream initiatives and their delivery on time, scope and budget
- Champion and support New Ways of Working of Agile change within Manulife VN.
- Act as a role model and champion for change within the VN business. Ensure high levels of employee engagement are maintained as well as a strong focus on individual performance and development
- Partner with VN COO and the Executive Management Team to establish a culture of High Performance across VN IT and Operations. Role model the associated behaviors and mindset.

**How will you create impact?
**The role holder will be fully accountable for managing nearly 800,000 claim transactions which is growing at 30% p.a. (approximately 1.8 million policyholders) and driving business transformation initiatives across the Value Stream in order to support the wider goals, strategy and ambition of the Manulife business in Vietnam. Increasing the pace and agility of change and delivering measurable and sustainable results will be key measures of success.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enab