Skip to content

AVP - Policy Administration Services

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

The Head of Policy Administration Services has the primary responsibility and accountability for the leadership, management and development of the Back-Office Admin value streams covering business units and spreading across Asia and United States segments.

The incumbent will be introducing continuous review, improvement and quality oversight of the value stream, to drive performance improvement, provide best-in-class NPS, and portfolio efficiency.  

The role envisages evaluation and assessment of alternative approaches to problems under the policy guidance of overall company strategies and tactics. The incumbent will recommend and implement solutions to critical business problems and set clear objectives for function heads who are responsible for the implementation of business processes on a day-to-day basis.

Key Result Areas:

Performance Measurement: 

Support business managers to better understand and manage their operations by developing performance measures that enable the effectiveness and efficiency of the business at an operational level to be continuously improved.  This will require an understanding of the business dynamics of all aspects of the operations.

Strategic Planning: 

Advise and contribute to the preparation of segment operational plans in the Back-Office Admin function. The results will be used as a basis for monitoring the ongoing progress of the business as well as determining future objectives and strategic direction.

Clearly present information on an accurate and timely basis. An in-depth understanding of the key business issues will be essential for knowledgeable and insightful advice.

Operations Performance:

Implement a set of high performance indicators for Back Office Admin value stream, working in collaboration with global business unit leaders across Asia, United States and Canada segments.

Work with Operations Leadership team in each segment to design key operational metrics that are essential to customer and business performance and develop mechanisms to accelerate roll-out of reporting dashboards per segment.

Responsibilities include the following:

  • Provide leadership and vision to the organization by assisting the General Manager with the development of long range and annual plans, and with the evaluation and reporting of progress on plans.
  • Grow the business by increasing global footprint and developing existing and any new relationships in Contact Center and Back Office Admin across all segments Asia, United States and Canada.
  • Develop strategies and business plans to meet service level agreements cost fit targets of the company
  • Continuously define and build SLA’s to provide customers and partners with positive experiences when transacting with Global Business Services
  • Prepare recommendations and plans for implementation of service and procedural improvements within defined company policies and strategies
  • Manage existing functional stakeholders and increase NPS scores
  • Provide leadership and direction to the function; ensure effective communication and foster a culture that motivates employees to accomplish company goals and objectives
  • Identify and recommend appropriate human resources to meet business needs in a cost-efficient manner
  • Engage and develop staff whilst promoting teamwork to ensure business sustainability through the comprehensive planning of current and future organization capabilities needs


  • Bachelor’s degree in any Business course or equivalent program
  • Minimum 15 years of relevant work experience with at least 10 recent years in related positions
  • Strong expertise in business process improvements; six sigma is an advantage
  • Strong understanding of financial fundamentals and commercial drivers behind project business cases
  • Experience in executing complex, multi-year operations transformation programs with multiple variables & senior stakeholders, preferably with direct exposure to global operations and/or financial services
  • Execution-oriented with strong focus to deliver targeted outcomes
  • Demonstrated ability to create a compelling vision for the future and inspire commitment
  • Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines.
  • Strong interpersonal skills and ability to work effectively across cultures. Excellent written and oral communication, and executive presence
  • Translates functional and business unit priorities into clear execution strategies and action plans
  • Excellent people leadership ability with passion for driving teams towards high performance
  • Assesses possible solutions using deep process and technical experience and uses judgement in handling escalated exceptions


PHP 4M – 5.9M