Job Category: Process AnalysisJob Description:The Consumer Operations Manager, APAC drives operational efficiency, cost reduction, and customer satisfaction across 10 Asia Pacific markets. This role provides data-led leadership to improve cost to serve, boost Net Promoter Scores (NPS), and accelerate digital self-service adoption. The role is accountable for enhancing performance across all consumer service channels (voice, chat, email, digital), standardizing processes, and enabling automation to improve consistency, scalability, and customer outcomes.Key Responsibilities1. Drive Data-Driven Strategy & Execution: (~50%)Lead the consumer operational strategy across APAC to improve cost to serve, self-service uptake, and NPS.Define target operating models and use customer journey insights to drive digitization, STP, and relevancy for customers.Define and report on KPIs tied to efficiency, service quality, and digital enablement. Diagnose root causes of underperformance and implement recovery plans.Partner with countries when action plans need acceleration to drive outcomes.2. Elevate Customer Experience (~15%)Use CX metrics and analytics (e.g., NPS, EoDB, FCR) to identify pain points and partner with all teams (sales, claims, operations, finance, etc) to implement corrective actions.Strengthen omnichannel service quality and proactively resolve service gaps.3. Accelerate Self-Service & Automation (~15%)Champion the rollout of digital tools and AI-driven capabilities (e.g., MyAccount, chatbots, portals) to reduce manual servicing.Track self-service adoption and optimize journeys for common service requests.4. Champion Change and Capability Building (~10%)Embed a continuous improvement mindset in Consumer Operations by reducing dependencies on vendors and developing internal capability.Lead change management, communications, and enablement activities to ensure business adoption.Serve as a visible ambassador for customer-first service transformation across APAC.5. People Leadership (~10%)Develop high-performing teams by setting clear expectations, coaching on data-led performance, and fostering a culture of accountability and continuous improvement.Qualifications:QualificationsEssential:15+ years of experience in IT and/or business leadership roles driving service transformation, technology adoption, or customer operations improvements across multiple markets.Proven experience with customer experience platforms (e.g., Microsoft Dynamics, NICE CXOne & Medallia).Proven ability to lead cross-functional programs that combine technology, process, and people to improve customer and business outcomes.Strong background in managing or product-owning platforms such as CRM systems, contact center solutions, or customer-facing digital platforms.Experience translating business strategy into technology roadmaps and delivering measurable business value.Demonstrated success working in matrixed, regional organizations with diverse stakeholder groups.Strong communication, stakeholder management, and change leadership skills.Comfort working in agile environments and driving continual improvement through iterative delivery.Desirable:Familiarity with continuous improvement practices (Lean, Six Sigma) and customer metrics (NPS, Effort Score, etc).Experience integrating business and technology teams to deliver user-centric digital capabilities.Professional qualifications in Agile, Product Management, or Project Delivery (e.g., PMP, SAFe, Scrum).
