Senior Operations Manager - Property and Casualy Insurance

Job Title: Business Delivery Manager

Report to (Job Title): Business Leader

Department : Insurance / Finance

Direct Reports (Job Title): SDM

Division: Operations

Responsibilities:

Process Management & Improvement

1) Drive & achieve productivity enhancements.

2) Own weekly/monthly management reports & highlight relevant gaps &/or concerns.

3) Responsible for scoping, identifying new areas of work.

4) Oversee migration & stabilization of new processes.

5) Periodically review process & regulatory requirements and ensure compliance.

6) Review FTE requirements, shift plans & capacity planning.

7) Initiate, Execute & Facilitate process improvement initiatives/projects.

8) Lead Org wide projects across locations.

9) Integrate domain knowledge & business understanding to create superior solutions for the client.

10) Must clear at least one certification a year.

People Management

1) Conduct regular meetings with process managers & resolve concerns.

2) Conduct skip level meetings with team members & resolve escalations.

3) Own rewards & recognition schemes for assigned processes/teams.

4) Oversee L&D trainings for self & process managers.

5) Oversee staff domain certifications.

6) Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.

7) Liaise with recruitment team for recruiting new team members.

8) Identify & facilitate movements within the division for Process Managers.

Customer Service & SLA Delivery

1) Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.

2) Manage client relationships and escalations.

Strategic Initiatives

1) Explore opportunities to move processes to the GCOE satellite office.

2) Participate in special projects/organization wide initiatives.

Skills and Competencies

1) Experience of handling 100+ FTEs

2) Innovation focus • Exposure to automation, RPA • Must have first-hand process improvement experience (GB/YB/Re engineering)

3) Transition (onsite or remote)

4) Analytical skill

5) Independent decision making

6) Stakeholder connect

7) Strategic thinking

8) Excellent communication skill

9) Strong P&C knowledge – preferably in claims advocacy (in US/UK/AU/EU market)

10) Industry certification is desired

11) Transformational leadership

12) Self-motivation and ‘Go getter’ attitude

Education

1) Graduate from a recognized university & relevant.

Licenses/Certificates AIC preferred but not mandatory

Work Experience

1) Minimum fifteen years of experience in the ITES sector.

2) Minimum five to six years of experience in a managerial role.

3) Prior work experience in UK/US P&C Insurance domain.