Business Delivery Manager - Insurance

Business Delivery Manager

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 GSC satellite office.

2) Participate in special projects/organization wide initiatives.

Skills and Competencies:

1) Should have worked in a managerial role for 15+ years

2) Must have experience in managing a span over 300+ team members

3) Should have worked in IBA or Credit Control for EMEA region

4) Well versed with the application of process improvement tools.

5) Should have done at least 1-2 transitions.

6) Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects).

7) Related industry certifications (LIRMA/CII)

8) Strategic Thinking.

9) People Management.

10) Transformational Leadership.

11) Process Focus.

12) Client Management.

13) Innovation Focus.

14) Ability to learn & drive change.

15) Impact & Influence.