Assistant Vice President - Digital Customer Platform

The Digital Customer Platforms Application Service Management Team Lead is responsible for the end-to-end operational health, reliability, and performance of our customer facing digital platforms. This role bridges the gap between technology and business, ensuring a seamless user experience by managing platform SLAs, leading incident resolution, and collaborating cross-functionally to drive continuous platform optimization.

Key Responsibilities:

• Own platform availability and performance against established SLAs. Act as primary escalation point for major incidents, coordinating swift technical resolution and root-cause analysis to prevent future downtime
• Continuously monitor customer journeys to identify and resolve technical friction points. Partner with customer support teams to provide training, and tools for resolving front-line user issues.
• Oversee the operational rollout of new features and releases without disrupting the BAU.
• Ensurehigh availability, reliability, and performance of application platforms.
• Lead response for incidents, ensuring timely resolution and stakeholder communication.
• Implement and maintain monitoring, alerting, and health-check mechanisms.
• Perform impact assessment across application platforms, products and services.
• Ensure solutions and services in all environments comply with security, data protection, and regulatory policies.
• Support risk assessments, internal and external regulatory / compliance / audits.

We are looking for people who

• Embrace digital innovation and are passionate about creating seamless customer experiences across platforms.
• Think strategically and can translate business objectives into actionable digital solutions.
• Collaborate effectively with cross-functional teams, bringing clarity and alignment to complex projects.
• Are data-driven, able to use insights to guide decisions and continuously improve performance.
• Adapt quickly in a fast-paced environment and thrive on solving challenges creatively.
• Champion governance and compliance, ensuring security and trust in every customer interaction.

• Have knowledge on:

o Mobile technology, IoT, app ecosystem and APIs (preferably)

o Great Eastern's insurance processes, procedures, and policies

o Fundamentals of Business Analysis