Delivery Manager - Operations - Insurance

Operations Manager Insurance

Job Title: Delivery Manager

Team Size: Should have experience of handling large teams

Reporting To: Customer Leader

Preferred Experience Range: At least 8 - 10 years of experience in Operations Mgmt & Program Mgmt

Job Description:

The candidate will be responsible for driving the service objectives as agreed in the contract with the customer for Banking processes. Ensures delivery of process as per SLAs and timelines in BAU. Candidate must be fluent in written and verbal English.

Mandatory Requirement:

Competencies/Skills:

- At least 8 - 10 years of experience into operations in various organizational functions

- Understanding of Insurance and Wealth Management lines of business (Onboarding, Servicing & Payments)

- Maintains and applies intermediate knowledge of all business and industry practices, and adheres to established Service Level Objectives

- Strong knowledge of the industry and processes, products, services, and related regulations

- At least 6 - 8 years of team management experience

- Ability to motivate and generate results from the team

- Strong People & Performance management abilities and a Team Player

- Should have managed a client-facing role and has Strong Customer Focus

- Excellent Interpersonal skills and Good networking skills, needs to liaise with multiple stakeholders

- Strong execution skills with focus on clear, realistic action steps and timeliness

- Ability to work effectively in ambiguity, shifting priorities and multiple deadlines

- Ability to challenge the Status Quo, generate ideas and implement actions to improve business performance

- Ability to do Cost Benefit analysis for Transition & Transformation initiatives

- Ability to define problem statement, analyze statistically and provide logical approach/solution

- Understand Project Mgmt methodologies along with Operations & Delivery models and Governance Framework

- Good understanding of Resource planning, Risk, Issue & Change Mgmt and planning projects/initiatives

- Strong working knowledge of Ms Office - Ms Excel, Word and PowerPoint

- Certifications in Banking domain, Project Mgmt or Process Mgmt will be an added advantage

Job Description/ Responsibilities:

Listed below (but not limited to) are the day to day responsibilities of Delivery Leader

Client Mgmt:

- Ownership of teams & activities under Banking domain across all operational locations

- Responsible for creating and submitting solutions for any customer ask including any new business opportunity

- Improving the Customer Satisfaction Scores by regular engagements and delivery

- Be customer advocate within the organization and bring in sensitivity towards customer and their requirements

Operations & Delivery Mgmt:

- Focused SLA management as per contractual requirement and governance across different Banking processes

- Ensures performance in line with Unit target across Financial, Customer, Delivery, team and Project Management

- Manage and improve team performance on various KPIs

- Ensure optimum utilization of resources within the team

Governance & Compliance:

- Responsible for ensuring compliance with iQMS requirements for the entire LOB across locations

- Should be able to identify potential process risks and put in effective controls

- Should be able to present various MIS to leadership team on process performance

Financial Mgmt:

- Responsible for P&L for the LOB across all operational locations

- Drive Cost Optimization projects and support BRM for Revenue Generation

Employee Engagement:

- Handhold and manage team across diverse situations and Geographies

- Drive Employee engagement initiatives along with Learning & Development

Transformation:

- Working in close coordination with key client contacts towards various process improvements

- Identify, propose, plan and execute Transformation Projects & Initiatives.