Chief Operating Officer - MB Ageas Life (JV)


Our organization

Ageas is a listed international insurance Group with a heritage spanning almost 200 years.

It offers Retail and Business customers Life and Non-Life insurance products designed to suit their specific needs, today and tomorrow.

As one of Europe's larger insurance companies, Ageas concentrates its activities in Europe and Asia, which together make up the major part of the global insurance market. It operates successful insurance businesses in Belgium, the UK, France, Portugal, Turkey, China, Malaysia, India, Thailand, Vietnam, Laos, Cambodia, Singapore, and the Philippines through a combination of wholly owned subsidiaries and long term partnerships with strong financial institutions and key distributors.

Your function 

This role reports to the CEO of MBAL and to the Ageas Country Representative in Vietnam for Ageas related matters.  

He/she is responsible for the Operations, Transformation Office and Information Technology functions; this responsibility includes setting the strategy and doing the implementation.

The role is a member of the Executive Committee of the company.

He/she is responsible for building and managing the IT (including Digital), OP functions (New Business / Underwriting, Claims, Policy Admin, Persistency, Customer Services, Sales support), Transformation Office and is responsible for creating a customer-centric culture offering superior services to customers and distributors and achieve operational excellence based on best-practices.

Key aspects and roles to deliver the objective:

  • Providing leadership to the responsible operating function(s) of an insurance company: to service its customers from onboarding to maturity/claims point in time in an optimal way.

  • Develop and implement the customer servicing proposition and enhance this proposition overtime to be one of the leading customer experience insurers in Vietnam.

  • Manage the compliance risk for the company relevant to the role, with focus on customer data management, regulatory requirements, fraud, etc.

  • Providing change management, programme management and project management expertise to define, develop and execute necessary programmes, projects and portfolio management.

  • Support the company in business improvement (e.g. Lean / Six Sigma), and system evaluation and implementation, where applicable.

Your key deliverables

  1. Strategic Functions:

    • Represent the functions at MBAL ExCo and engage in regional and corporate senior IT and Digital transformation bodies as required

    • Establishing the direction, control and performance of function including IT Infrastructure, Resource Planning, Architecture, Project Management and delivery, Quality Assurance and Information Security.

    • Directs the end-to-end client service operations from new business, underwriting, processing, customer servicing to claims and medical services supporting sales offices nationwide.

    • Drive continuous and transformative improvements to the end-to-end client experience to meet business growth and the loyalty strategy.

    • Focus in long- term, multi-year planning for the functions and ensure that there is coordination of future business objectives assessments /anticipation of future changes to policies, projects and procedures.

    • Motivate and lead a high performance management team. Develops and maintains a sound plan of organization.  Establishes policies to ensure adequate management development and to provide for capable management.

    • Maintain and nurture stakeholder relationships within the wider MB Group and Ageas Group organizations, taking opportunities to coordinate and leverage on mutually beneficial programs and processes.

    • Considers and approves transactions with high risk/profitability exposures to the company, balancing decisions with regulatory and compliance standards and objectives.

    • Responsible for developing MBAL’s digital strategy and roadmap, coordinating digital transformation, business transformation, data governance, management and analytics and continuous improvement initiatives across business functions.

    • Navigating and coordinating with Ageas Group’s knowledge platforms, centers of expertise and organization in Regional Office and Corporate Centre, to facilitate knowledge and skill transfer, to get the benefit of group deals and discounts, to get on-site and remote support, to develop and implement shared assets.

  2. Operations Functions:

    • Provide direction to a service organization that mirrors the adopted mission and core values of the MBAL. Partners with the sales function & distribution partners to drive changes and continual improvements in the client servicing strategy / model so as to meet the customer needs and business strategic objectives.

    • Defines strategic directions for the whole operation of NB, underwriting, servicing and claims, in support of overall company strategy

    • Sets stretch targets and drive initiatives throughout the function to continuously improve productivity and customer satisfaction

    • Directs the whole function, manage and allocate resources as to meet the business objectives and financial measurements

    • Ensures that operations are continuously upgraded and improved to meet and surpass industry benchmarks

    • Strengthen client service delivery capability including but not limited to more automation and/or outsourcing and oversee its performance

    • Oversee the complete customer experience process, from onboarding to maturity/final claim, and all customer interactions / journeys in between

    • Accountable for the development and successful implementation of the company’s IT and Service Quality visions, leading the respective cross-functional teams and committees focusing on the development and implementation of customer intimacy

    • Manage the operating functions within the respective compliance guidelines, audit and regulatory requirements.

  3. IT and Digital Functions

    • Lead the implementation of IT strategies and translation into operational plans in collaboration with MBAL and external resources.

    • Implement IT governance structures aligned with MB Group and Ageas Group policies, standards and guidelines and ensure adherence in relation to enterprise infrastructure, applications and security.

    • Accountable for the cost-effective solutions and delivery to mandated standards of risk, quality and time all IT services to the business including Infrastructure, Security and Risk Management.

    • Implement digital plans to optimize and automate the business processes, enable the sales force and offer efficient platform for customer interaction and transactions. Develop proposals to leverage IT as competitive advantage and evaluate cost effective IT solutions available in the marketplace to contribute to the profitability of the organization.

    • Formulate and execute the digital IT strategy in close alignment and in support of the Digital and Mobile Banking strategy of MB, aiming to reach 5mln new active customers by 2023.

    • Manage the relationship with strategic outsourcing partners to ensure that commitments are met and maximum value is derived from contractual arrangements.

    • Contribute and execute on local requirements in support of regional and corporate initiatives.

    • Define and implement the direction of the overall digital, data management and data analytics strategy for MBAL.

    • Monitor and review performance, adoption and usage of digital assets against targets, and build strategies for improvement.

    • Ensure best practices and processes across the digital team for the consistent delivery of digital and data analytics initiatives.

    • Be on overall champion for transformation of business processes, automation, innovation, improving efficiency and productivity throughout the organization.

    • Ensure that the skills of the IT department meet the changing needs of the business through on-going professional training and upskilling programs and targeted recruitment

  4. Transformation Office Functions

    • Pioneer new ways of working and change methodologies, and continuously upgrade the transformation capabilities of the company, including customer experience, human centered design (HCD) and agile delivery.

    • Ensure that transformation has the right degree of analytical horsepower and implementation resources to succeed

    • Organizes and consistently manages through explicit processes that leverage best-in-class systems and tools

    • Reinforces rationale for the transformation and ensures that economic benefits are captured and validated.

    • Develop long- and short-term plans and roadmaps for the company’s transformation agenda.

    • Ensure the transformation agenda is aligned to the corporate strategy and priorities, business transformation objectives, customer experience and cost efficiency targets, etc.

    • Contribute to execution of corporate strategy through the provision of portfolio and investment plan enabling effective and efficient decision-making.

    • Ensure that results are sustainable through the embedding of continuous improvement frameworks and processes to sustain the change over the medium to long term horizon

    • Develop annual strategic portfolio list based on the analysis of business needs, magnitude of business impact and delivery capacity of related stakeholders. Drive portfolio planning process to ensure that the process is timely, focused, and value adding.

    • Monitor execution of annual strategic portfolio, including schedule, budget, scope, quality, risks/issues/dependencies, and benefit realization.

    • Ensure that results are measurable through establishing a baseline of performance and cost metrics, clear business cases and unarguable results as defined by improvements in appropriate KPIs, unit costings and productivity/efficiency measures.

    • Deliver a high standard of MIS/KPI reporting across the transformation portfolio, and where required ensure that the appropriate governance is established to ensure the success of the change.

    • Deliver training, coaching and awareness sessions and accelerate the number of initiatives/platforms that are being successfully delivered in an agile manner.

    • Work collaboratively and build relationships with internal stakeholders to ensure the business objectives and vision are delivered.

    • Develop recommendations for continuous improvements and support implementation.

    • Build out a high performing transformation team that will be recognized for its specialist capabilities and high impact results.

    • Provide direction, consultancy, and support to the business leaders and project teams. 

Your profile

  • University degree in business or equivalent, e.g. Economics, Commerce, MBA

  • Minimum 15 years' relevant experience with track record as a seasoned executive in the life insurance/financial sector, preferably a highly skilled life insurance operation

  • Needs to apply academic (university degree in business subject) and industry experience to gain competitive edge and ensure our company becomes more efficient and more client-focused in Vietnam

  • Self-motivated with positive attitude to work independently

  • Good analytical ability and strong business acumen

  • Excellent command of English

  • Specialized knowledge:

Required knowledge:

  • Possess advance knowledge of operations mechanism in an organization with diversified distribution/ sale channels.

  • Strong experience in management operating system and project management methodologies.

  • Demonstrated strength and ability to design and implement processes and standards.

  • Demonstrated ability to make recommendations to senior management and influence business decisions based on thorough analysis.

Required Core Soft / Transferable Competencies:

  • Strong Leadership skills: Ability to manage multi-tasks and professional teams in fast changing environment.  Also, serves as a ExCo member to contribute and drive company strategies which needs to align work to broader organizational goals, shares vision and articulate clear, actionable objectives and plans to team.

  • Transformation mindset: Ability to identify future trend and able to suggest with affordable and innovative solutions/roadmap to create a competitive advantage or accelerate the growth and change of the company to the direction set forth by the enterprise. Understand the ecosystem where the company operating and provide consultancy to ExCo for operational excellence and transformation.

  • Influencing: Tactful in influencing top levels/ stakeholders internally and externally, especially in situation where there would be great impact to relationship with distribution partner /agency / clients, industry, regulatory bodies, etc.  Motivates and influences people and changes their behaviors if needed to achieve results.

  • Planning and organization: Direct long-term strategies or operating models for customer services and operations functions based on corporate / top management's direction and future organization needs.

  • Business and client orientation: Drive teams to leverage with key internal/ external customers to support business needs and identifies potential business issues or opportunities that may impact organization results.

  • Impact: Drive to accomplish strategic objectives.  Errors in judgment would result in failure to achieve organizational goals and objectives, and serious adverse impact to customer / public relations or organizational financial results.

  • Risk Management: Able to anticipate and respond to potential operational and people risk.   Ensure proper assessment and mitigation process that can be leveraged across MBAL, balancing risk and operational efficiency.

We offer 

Ageas values your talent and knows how to reward it. We offer you an attractive salary and fringe benefits. You will work in a stimulating international environment, with numerous opportunities for personal development. You will work independently within a global dynamic team in agile ways (start-up spirit). 


Please send your resume to HR Recruit (Asia) by email to [email protected]


If you would like to refer any qualified individuals who are interested in this position, please advise them to send their resumes to HR Recruit (Asia) by email to [email protected]  

Referees should indicate the name and department of the referrer on their resumes.  

Shortlisted candidates would be notified for an interview.  

For further information, please contact HR Recruit (Asia) by email to [email protected]