AVP/DVP - Automation & Service Excellence - Life Insurance

AVP/DVP - Automation & Service Excellence

- To successfully lead and govern the automation initiatives for Fin Ops, Service and customer Service operations function along with process improvement(s) & controls & governance monitoring thereby enhancing service delivery & overall customer experience.

Key Responsibilities :

Responsibilities :

- To undertake innovative methods of process improvement(s) and launch projects enabling efficiency and enhanced customer experience

- To train & govern Operations BAU Managers on projects delivery and ensure the project timelines are met

- To undertake reviews through structured dashboards /reports to ensure timely and accurate project delivery

- Collaborate with Stakeholders (including users) to ensure accurate requirements are picked; appropriate prioritization is done and timely delivery is achieved.

- To undertake projects on Unclaimed, Bank/Suspense Recon, Bank account validations & Control reports for fin ops & service and ensure service delivery is met at all times

- To enforce project performance and governance in a consistent manner across the core operations function

Internal:

- To manage specific reviews and document key decisions w.r.t Automation projects in MPMs and other related forums

- To govern process for Scope, Risk, Quality, Team management with respect to the IT vendors involved in collections & other service delivery functions

- To conduct information security risk assessment wrt to function / processes and implement mitigation controls for third party aggregators

Specific Authorities(Financial & Non Financial)

Financial:

- Approval on PO and Invoices based on designation mentioned in finance entitlement grid

Non-Financial:

- Approve changes to solution(s) facilitating IT governance (PM tool)

- Approve process changes within the Policy/Customer Service Operations verticals

- Sign off on new system developments in conjunction with Core Operations vertical heads

Key Performance:

Job Requirements:

Qualifications Graduate or MBA with relevant domain (Life Insurance) experience and functional skill set of project management

Experience 10 to 12 years in Life Insurance vertical & have the know-how of managing project management for IT project delivery experience and worked in a role involving team management & process improvement

Functional Competencies:

- Ability to develop & manage large Processes

- Understand technical aspects of technology and system development including UAT approach & data management

- Bent towards Digitization, Automation, IT Infra and applications

- Project Management & process understanding & training

Behavioral Competencies:

- Business Acumen

- Collaboration

- Customer Centricity

- Execution Excellence

- Key Interactions

- Internal Nature or purpose of interaction

- All Operations and Support Functions

- Regular publishing of status of key project deliverable to all the Ops function heads

- Facilitating business through process improvements and enhancing partner satisfaction

Technology - Regular publishing of improvement KPI values to function head along with key project updates

External Nature or purpose of interaction

Vendors - Facilitate interaction with the vendor during discovery and implementation stages of the enterprise project

Partners - Liaising with Technology Partners to implementation of governance solutions