The COO role extends beyond operational expertise, necessitating strategic acumen and adeptness in handling complex environments. COOs possessing these traits prove indispensable in fostering organizational growth and success. Their strategic vision aligns operations with long-term objectives, fostering efficiency and innovation. Moreover, their ability to navigate complexities ensures effective decision-making amidst dynamic business landscapes. As key orchestrators, COOs strike a balance between short-term demands and forward-thinking, propelling the organization towards sustainable growth and a competitive edge. Dr. Lisa Patvivatsiri serves as a prime illustration of such a COO, exemplifying these essential qualities in her role.

Dr. Lisa Patvivatsiri, the vibrant and skilled COO at Thai Group Holdings, possesses a Ph.D. in Industrial Engineering and is a certified Master Black Belt in Lean Six Sigma. With a remarkable career spanning over 15 years, Lisa's expertise lies in a potent combination of business process improvement and project management. Below is an excerpt of Dr. Lisa Patvivatsiri’s exclusive interaction with Women Entrepreneur magazine.

What are some important facets of your life and professional journey?

To me, the idea of connecting the dots resonates deeply. Each experience and opportunity in my life, seemingly isolated dots, fit together like a beautiful puzzle forming my present profession. Embracing new opportunities is crucial; they hold the potential to unlock invaluable learning and growth. Accumulating knowledge is akin to gathering data points that contribute to a comprehensive picture. I do not wait for opportunities; I actively create them through continuous learning. Every encounter enriches my skillset, empowering me to tackle challenges effectively. Openness to new perspectives ensures I'm well-prepared for any situation. As the dots connect, the grand picture of success emerges.

Introduce us to Thai Group Holdings. Tell us about the various responsibilities you shoulder as the COO of the company.

At Thai Group of Holdings, the insurance and financial business arm under TCC group - a prominent entity in Thailand, we boast a diverse portfolio of over 20 business entities under the TGH Business Line. Our core business segments include life insurance, general insurance, capital leasing, and lending services. Operating under a unit structure, we empower front-end teams to drive sales and marketing while fostering seamless collaboration with support and backend functions through our shared services center. As COO, I oversee both the Information Technology and Business Transformation Divisions to drive innovation and revenue-generating and customer experience ideas throughout the business. I also take charge of customer service, optimizing our call center operations. Moreover, my role encompasses managing both ongoing business tasks and dynamic projects while driving transformative digital initiatives to enhance customer experience and stakeholder engagement.

“As the head of operations in our 77-year-old company, my role extends beyond managing dayto- day operations; i also take on the mantle of a transformation leade”

In your opinion what are some of the most critical challenges you encounter as the operations head at Thai Group Holdings? What steps do you undertake to overcome these roadblocks?

As the head of operations in our 77-year-old company, my role extends beyond managing day-to-day operations; I also take on the mantle of a transformation leader. Given our legacy operations, organization structure, and long-serving employees, driving change is a significant challenge. People are the heart of any transformation, and ensuring their readiness to embrace change is paramount.

Many have dedicated decades to this company, and their attachment to traditional ways is understandable. As the new leader, I approach this transformation with empathy and collaboration. Together, we set shared business goals, inspiring and diving into them collectively. Understanding their concerns and addressing them oneon- one fosters a sense of unity and purpose. Nurturing their capabilities and aligning beliefs paves the way for us to march toward a common vision.

Tell us about the top three professional milestones you have achieved over the years.

Over the years, I've achieved three significant milestones that have shaped my professional journey. Firstly, I led the successful implementation of Robotic Process Automation (RPA) as the very first Thai Organization, revolutionizing automation with a starting small team of three engineers that grew to 100 bots executing millions of transactions, equivalent to 100 man-years of work. Secondly, I spearheaded our company's digital transformation, harnessing technology and creating new digital channels for customers, allowing 24/7 access to services beyond traditional call centers. Lastly, I embraced the role of a leader, understanding that titles come with great responsibility to inspire and guide teams toward our shared goals. These achievements exemplify my commitment to innovation, transformation, and impactful leadership.

Dr. Lisa Patvivatsiri, COO, Thai Group Holdings

Dr. Lisa Patvivatsiri, an accomplished professional, holds a Ph.D. from Texas Tech University. With a diverse background, she has contributed her expertise to esteemed organizations like Production Modeling Corporation and Deloitte Consulting, South East Asia (SEA). Her journey reflects a passion for driving excellence in business process improvement and project management.

Awards & Recognitions:

• Transforming to Process Automation, Thailand Finalists for Thailand Enterprise Innovation Awards from Asia IoT Business Platform (2022)

• Best CRM Implementation, The Asian Banker Financial Technology Innovation Awards (2020)

• SMART-UP RPA, Thailand Enterprise Innovation Awards from Asia IoT Business Platform (2020)

• Highly Acclaimed – Best RPA initiative, The Digital Banker: The Global Retail Banking Innovation Awards (2020)

• Asia Best Transformative Bank – IDC Financial Insights Innovation Awards (2019)

• Excellence in Digital Innovation – The Digital Banker: The Global Retail Banking Innovation Awards (2019)

• Best Automated Advisory Service – The Digital Banker

• The Global Retail Banking Innovation Awards (2019)

• Best Process Automation Initiative – The Asian Banker Financial Technology Innovation Awards (2019)

• Excellence in Automation – Asian Shared Service Outsourcing Network (2018)