Head of Operations

1 week ago


Jakarta, Jakarta, Indonesia Iglooinsure Full time
About Igloo

Igloo (formerly Axinan) is the first full-stack insurtech firm to emerge from Singapore. With offices across Singapore, Indonesia, Thailand, the Philippines, Vietnam, Malaysia, China, and India, Igloo is fueled by a mission of making insurance accessible and affordable for all. Igloo's innovative solutions empower companies to eliminate operational risk, drive new revenue streams, and optimize and enhance their existing products and services. With a successful Pre-Series C fund round of US$36 million in Dec 2023, Igloo has now raised over US$100 million. The leading regional insurtech firm looks to expand regionally with strategic acquisitions and hiring great talent.

As a passionate team building meaningful solutions to make an impact, we are looking for like-minded individuals to join us at Igloo. At our core, we prioritize teamwork and foster a culture built on strong collaboration, and we are looking for talented people like you.

About the role

We want to give people the freedom and confidence to pursue what matters to them in life. Because they know they're covered. Because people-first. Igloo is a Singapore-headquartered regional insurtech benefiting millions of people across SEA, in countries that count as the most underinsured. Build the future of insurance with us by doing what you do best.

Join us if you desire to create impact and do good. Work with our teams across Singapore, China, Indonesia, Thailand, Philippines, Vietnam, Malaysia, and India.

Job Responsibilities
  • Design, develop, and deliver annual operating plan & resource planning for the operations department in Indonesia and be the POC for anything related to operational performance.
  • Own operational excellence in Indonesia with the vision to create a setup that is smooth and efficient for all stakeholders involved – challenge the status quo, always.
  • Draft, monitor, and share SLAs for customer service operations strategy and be responsible for CS NPS.
  • Use data to track ops performance consistently for decision-making, planning & management.
  • Lead, manage, and mentor the operations teams in Indonesia to help them perform at their best, enjoy their work, and grow into their roles. Identify training needs for each team member and work with them towards achieving their career goals.
  • Identify pain points of internal processes/tools used by Ops team and work with cross-functional teams (e.g. product, data & finance) to increase scalability.
  • Own the vendor selection process and manage key vendor relationships to ensure Igloo is working with the best partners to help us scale.
Minimum Requirements
  • Bachelor's Degree with at least 10 years of experience in the Insurance industry or operations, preferably in Industrial Engineering / Management Business, Communication Science.
  • Adaptable and able to work independently and under pressure.
  • Excellent interpersonal skills.
  • Excellent communication & motivational skills.
  • Excellent leadership and strategic thinking skills.
  • High confidence level in managing a team.
  • Strong empathy, positive and humble attitude.
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