Department: Digital Operations Department
Reports to: COO/DCEO/CEO (As per the Organogram)
Supervises: All Subordinates of the Digital Operation Department
Role overview:
HEI is looking for a strategic and visionary leader to Head its Digital Operations Department. The Head of Digital Operations will lead the transformation of HEI’s digital insurance platforms, services, and operational processes—shaping the next generation of digital-first insurance experiences in Nepal.
This role is responsible for end-to-end digital ecosystem management, including mobile apps, customer and agent portals, internal tools, and partner integrations. The ideal candidate combines strategic thinking with operational execution, ensuring HEI’s digital initiatives are scalable, compliant, and aligned with customer expectations and regulatory guidelines.
Education:
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
- Master’s degree in Digital Transformation, Technology Management, or MBA is preferred.
- Certifications in ITIL, Digital Operations, Agile, or Project Management are advantageous.
Experience:
- 8–15 years of experience in digital operations, platform management, or service delivery roles.
- Previous experience in non-life insurance, banking, fintech, or digital service industries strongly preferred.
- Proven experience in managing mobile apps, web portals, digital service systems, and API-based platforms.
- Experience in process automation, customer journey optimization, and digital service transformation.
Skills & Competencies:
A. Technical Skills:
- Deep understanding of digital platforms, mobile app ecosystems, web architectures, APIs, cloud environments, and digital tools.
- Strong knowledge of insurance digital processes such as online policy issuance, renewal, claims submission, and payment systems.
- Experience with IT service management, digital operations frameworks, and performance monitoring tools.
- Familiarity with cybersecurity, data privacy, and compliance standards.
B. Leadership & Soft Skills:
- Excellent leadership with ability to manage cross-functional teams and multiple stakeholders.
- Strong communication, troubleshooting, and decision-making skills.
- Customer-centric mindset with focus on ease-of-use and digital convenience.
- High level of accountability, adaptability, and operational discipline.
Key Responsibilities:
1. Digital Operations Leadership
- Lead and manage the digital operations department, overseeing mobile app, web-based platforms, and internal digital systems.
- Ensure digital platforms deliver high availability, stability, and performance for customers, agents, and internal users.
- Develop operational strategies to support the company’s digital transformation roadmap.
- Establish a service delivery model and digital operations governance.
2. Platform Management & Service Performance
- Oversee daily operations of digital platforms, including mobile apps, customer portals, agent portals, and web applications.
- Monitor system performance, user activity, transaction flows, and service uptime.
- Coordinate with IT, developers, and vendors to resolve issues, bugs, and performance bottlenecks.
- Ensure rigorous QA, UAT, and release management for continuous updates and new features.
3. Customer & Agent Digital Service Enablement
- Ensure digital platforms deliver efficient and intuitive self-service options such as policy purchase, renewal, claims filing, payments, endorsements, and tracking.
- Collaborate with Customer Service, Claims, Underwriting, and Distribution teams to optimize digital workflows and process automation.
- Lead efforts to improve customer experience across digital touchpoints.
4. Digital Process Optimization
- Digitize and automate operational and customer service processes to reduce manual work and improve turnaround time.
- Identify process inefficiencies and lead re-engineering initiatives using digital tools (RPA, workflow systems, API integration, etc.).
- Implement standardized digital operating procedures (DOPs) for consistency and efficiency.
5. Implementation of New Digital Initiatives
- Support deployment of new digital solutions, enhancements, and integrations with core insurance systems.
- Collaborate with product, IT, and project teams to ensure smooth rollouts of new app features, web functionalities, and automation tools.
- Manage departmental readiness, training, and adoption of new digital functionalities.
6. Vendor, Partner & Technology Management
- Manage third-party digital service providers, platform developers, integrators, and technology partners.
- Ensure SLAs are monitored and enforced to maintain high digital service quality.
- Evaluate new technology solutions to improve operational efficiency and customer experience.
7. Data, Reporting & Analytics
- Track and analyze key digital operational metrics—performance, incidents, user satisfaction, digital adoption rates, processing time, error rates.
- Provide regular management reports and insights for continuous improvement.
- Use data analytics to improve platform performance and operational workflows.
8. Operational Performance & Management
- Manage the digital operations budget, ensuring cost-effective technology investments and optimal resource allocation.
- Establish and monitor operational targets for digital channels, ensuring high performance, stability, and scalability of all digital systems.
- Spearhead Business Continuity and Disaster Recovery planning for all digital platforms and critical operational systems.
9. Governance, Security & Compliance
- Ensure digital operations comply with industry regulations, data privacy laws, cybersecurity standards, and company policies.
- Implement risk management frameworks for digital service continuity and incident handling.
- Coordinate with InfoSec teams to ensure secure digital ecosystem management.
10. Team Leadership & Capability Development
- Lead, coach, and develop a high-performing digital operations team.
- Promote a digital-first and customer-centric culture across the organization.
- Build digital skills, including platform operations, analytics, process automation, and digital service management.
For more detailed JD, CLICK HERE.
