Chief Manager - Operations Strategy & Communication

Job Description

Position Chief Manager - Operations Strategy and Communication Incumbent

Department Operations Function SDI

Reporting to CVP

JOB SUMMARY

This position will be responsible for, defining operations strategy along with functional heads and key stakeholders, program management of strategic priorities, design and management of end to end customer communication, Budget creation and closure and cost and Opex management and program managing any critical cross functional operations projects.This involves working with function heads and their teams in the area of Operations to identify strategic priorities for operational excellence and program manage the strategic projects to ensure timely delivery; develop sustainable, scalable and innovative customer communication through the customer lifecycle. S/he will play a crucial role in driving business objectives, superlative customer experience and enhancing operational efficiency.

KEY RESPONSIBILITIES

A. Design and management of end-to-end communication across customer lifecycle for offline and online channels for Operations and Underwriting function;

- Design and manage transactional customer communication across touch points for operations to develop 'As is' and - To Be- state and communication process (purpose, content, frequency and medium)

- Develop sustainable, scalable and innovative customer communication through the customer lifecycle

- Manage and track adherence to Customer Communication Policy and processes

- Strategy design and governance of Operations and Underwriting priorities for the year

- Work closely with function heads and internal stakeholders including Distribution, Digital COE, Products, Actuaries, Finance and Compliance & Legal to identify opportunities for operational excellence and enhancing customer experience

- Provide outside in view, research and customer insights to enable strategy and decision making.

- Governance and program management of strategic priorities through programs like Aspire next to ensure key project milestones and MOS are met

- Project reviews and timely reporting of projects to management

- Identify and highlight the derailers to ensure timely corrective action

- Provide inputs for reporting in Board deck, town halls and CEO webcast

- Ensure tracking and closure of actionables for Head of Ops and UW which arise out of Board meetings, Sub committee meetings, MRC and COO priorities

B. Opex and budget management;

- Manage a budget of 100+ crores to ensure committed cost save

- Work closely with function heads for identification and progress on structural cost save opportunities

- Timely reporting of outages and analysis to support data driven decisions

- Work with FP& A team to conclude the operations budget and subsequent allocation to functions

Measures of Success

A. Communication CTA across processes in Operations and CEI communication score to ensure ease of understanding and effective disclosures to policyholders (weightage and score as defined by business); 100% adherence to Customer Communication Policy

B. Calls per unique customer

C. Timely completion of strategic projects and delivery of MOS on S2R, S2S, Renewal income, Persistency, Insta operations - issuance, servicing, claim SLAs, CDR and audit scores

Adherence to system readiness /process roll out milestones

Ensure realization of committed CBAs

D. Timely completion of budget planning and ensuring no overruns on the ~100 Cr opex and committed cost saves; Ensuring timely design and deployment of the Operations and UW functional strategy

Key Relationships (Internal/External)

Internal: COO, CDO,CFO, Head of Ops, Head of Policy issuance, Head of CRT & POS, Head of CS and E com operations, Head of Products, Head of Business Strategy, FP&A, Head of Underwriting, Head of Communication,HR,IT

External: Customer Expert, business partners

Desired qualification and experience

- Customer first mindset

- Analytical skills and adept at budget management

- Operational excellence and Project Management

- High level of oral and written communication skills

- Organization capability

- Cross functional interaction,collaboration and stakeholder management