Assistant Vice President - Digital Platforms Service Management & Transformation

The Digital Platforms Application Service Management Team Lead is responsible for the end-to-end operational health, reliability, and performance of all 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 and advisor 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. 
• Ensure high 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.

• Embrace digital innovation and are passionate about creating seamless customer and advisor 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 

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

   o Fundamentals of Business Analysis