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Responsibilities

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Operations Excellence

• Implement the operational vision for the H&B practice and align Vietnam processes with Global/Regional standards.?

• Drive process efficiency, service quality, and right?shoring opportunities.?

• Embed the Excellence Model through onboarding, communication, and updates.?

• Provide insights to Regional stakeholders and recommend tools/process improvements.?

• Maintain and update broking documentation and checklists to ensure compliance.?

• Facilitate Mechanical and Office Reviews and follow through on action items.?

• Partner with Compliance, Legal, and Regional Ops on regulatory and operational initiatives.?

• Conduct gap analyses across placement, claims, and admin workflows to identify risks and improvements

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Enrolment Management & Risk Control

• Manage and validate enrolment files and member data with high accuracy.?

• Ensure compliance with evolving regulatory requirements.?

• Serve as the Vietnam operational liaison to Regional Ops, clarifying local practices and language nuances.?

• Resolve data discrepancies with clients and insurers to reduce operational and compliance risk.?

• Maintain complete audit trails and enforce strict version control and documentation integrity.

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Contract Coordination (Broker Agreements, NDAs, DPAs)

• Coordinate end?to?end contract processes with clients, brokers, Legal, and Compliance.?

• Prepare, track, and manage contract documents to ensure timely execution.?

• Support interpretation of Vietnamese contractual content.?

• Maintain a structured, audit?ready contract repository.?

• Identify and escalate contract?related risks

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Reporting & Data Standardization

• Consolidate and standardize data from systems including D365, GSWin, Benefits Engine, and insurer sources.?

• Develop consistent reporting templates for internal and client use.?

• Ensure accuracy, traceability, and PDPL?compliant data governance.?

• Produce claims and utilization analyses and client performance reports.?

Requirements

• 10+ years of experience in Insurance or Financial Services.?

• Strong operations/process leadership and experience managing teams locally/virtually.?

• Proven track record in change initiatives and operational excellence.?

• Solid project management capability.?

• Strong stakeholder influence, coaching, and communication skills.?

• High emotional intelligence, professionalism, and integrity.?

• Highly organized, strategic thinker with strong problem?solving ability.

• Knowledge of change management, process improvement, quality/KPI frameworks.?

• Experience working with Sales, HR, Finance, Risk, Compliance, and Legal.

• Good understanding of relevant regulations.?

• Proficiency in Microsoft Office; experience with workflow/ATS tools is an advantage.?

• Bachelor’s degree in Business or related field preferred

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An equal employer?