Product Owner, Contact Centre and Management & Review (12-month contract)
Core
Define and implement the Asia Target Operating Model for Contact Centre and Management & Review capabilities, translating regional strategy into an executable roadmap.
Role type
Senior Product Owner (Operations & Transformation)
Builds
Contact Centre and Management & Review capabilities across diverse Asian markets
Domain
Insurance and regulated financial services
Required skills
Product ownership, operations transformation, target operating model design, multi-year roadmap planning, stakeholder consensus building, business case development, change leadership, gap analysis, operational impact assessment, value realisation tracking, risk and compliance integration, AI and automation oversight
Preferred skills
Experience with omnichannel engagement, intelligent routing, digital self-service, knowledge management, interaction summarisation, quality management, workforce optimisation, case management, workflow automation, analytics
Technologies
AI-assisted servicing, automation tools, data analytics platforms, case management systems
Responsibilities
Define the future-state Target Operating Model covering customer journeys, channels, and governance; Own and refine the product backlog and roadmap for Contact Centre capabilities; Build consensus across Country COOs and regional functions; Lead current-state assessment and gap analysis; Build robust business cases and benefit-tracking plans; Support market implementation planning and change management; Embed operational risk, conduct, and compliance into product design
Seniority
Senior, hands-on IC