Head of Operations/Chief Operating Officer

Job Purpose

• Work with Head of Business Units and Management Committee to ensure that financial goals are exceeded and Lockton Principles are adhered to.
• Participate as a member of the Singapore Executive Team Committee to develop, communicate and implement the strategy for the Singapore business.
• Support, challenge and coach office leadership to deal with the challenges they face in building successful businesses.
• Act as the principle reporting channel for the business on operational matters.
• Provide operational direction and structure for business units and participate in developing policy and strategic plans.
• Build a lean and highly efficient operation structure capable of delivering the Singapore Business objectives.

Job Description – Key Tasks and Responsibilities

• Ensure that Lockton Singapore office (Office) goals and objectives are achieved and aligned with the corporate goals and objectives.
• Ensure that the Lockton Companies – Corporate Operating Principles are understood and implemented in Singapore.
• Understand and promote Lockton culture in Singapore, ensuring consistency with the organisation’s philosophies and mission statements.
• Be accountable for designing and implementing best practice across Compliance, IT Claims and relevant support services (to be mutually agreed) in Singapore.
• Be accountable for Singapore’s non-broking business units (i.e. Compliance, IT, Claims, and Admin) and their performance. Units must maximise productivity and meet or exceed external and internal customer expectations.
• Be accountable for the review, planning, maintenance and the future move of premises.
• Collaborate with Heads of Business Units (including Lockton Re) to assess and help develop their team’s productivity, effectiveness and performance.
• Work and collaborate with Regional COO to assist in delivery of regional corporate objectives and ad hoc projects that include Lockton Singapore or have a direct impact on Lockton Singapore.
• Through the IT team review the current IT structure and services and propose changes to improve productivity and prepare for a more automated and connected operation.
• Through the compliance team, review the current audit report, lead the execution of the action plans. Specifically, be accountable for:
  1. Reviewing Lockton Singapore’s Office Risk matrix,
  2. Reporting Lockton Singapore’s E&Os
  3. Updating Lockton Singapore’s BCP and DRP
  4. Reviewing and updating compliance processes for Lockton Singapore.

Competences

• Ability to build and maintain good business relationships with clients, insurers and associates.
• Knowledge of the resources available within Lockton and how to source such services.
• Ability to identify developmental needs for Associates and to provide appropriate mentoring and coaching.
• Firm understanding of Human Resource policies and procedures and ability to implement and/or know when to escalate.
• Effective delegation as appropriate.
• Ability to communicate effectively and professionally both verbally and in writing with clients, insurers and other associates.
• Ability to manage time, prioritise and ensure that deadlines are met without compromising quality.
• Proven leadership and strong interpersonal and communication skills to interact with Associates at all levels.
• Ability to compile, analyse and interpret financial information and data to facilitate decision making.
• Proven problem solving skills, including the ability to resolve unusual and complex issues and then devise actionable solutions.
• A thorough knowledge of MAS regulations and guidelines relating to both commercial and retail customers.
• A thorough understanding of and adherence to Lockton standards and procedures.
• Ability to develop and implement internal controls and procedures to ensure the performance of Associates necessary for excellence in client delivery and satisfaction.
• Ability to interview effectively and hire prospective Associates.
• An understanding of Lockton cash collection processes including but not limited to general insurance accounting and client invoicing.
• Professional and tactful negotiation and persuasion skills to achieve objectives.
• Demonstrates regulatory awareness where appropriate
• Demonstrates and adopt LCS core values:

1. Client Centric
2. Accountability
3. Collaborative
4. Integrity
5. Can do Spirit
6. Resilience