Director/Head - Insurance Operations - BPO/KPO/BFSI

- Leads the Insurance Operations team in developing and executing proactive and ongoing initiatives intended to identify and satisfy client needs.

- Perform talent management such as assigning, directing, and evaluating work; conducting performance evaluations; performance coaching and career development discussions

- Additional to the Operations Role the incumbent would be responsible to strategically support in across geographies & grow the practice

Responsibilities :

- Leverage proven operational design principles to support the business in operational strategy and optimization of resource allocation

- Establish strategic relationship with Insurance practitioners

- Develop and maintain relationships with key stakeholders across the Insurance Operations to drive an integrated approach that is aligned with strategic intent and financial goals

- Design and implement metrics and KPIs - client, colleague, financial and operational

- Establishes and monitors best in class Insurance service deliverables, processes and procedures to meet and exceed client expectations.

- Responsible for efficiency and effectiveness (ROI) of client services. Reviews scope of services against Operational revenue.

- Identify opportunities to increase, efficiency, improve quality and mitigate risk, quality impact and develop value capture plans

- Caseload Management. Creates workforce and staffing plans and ensures availability of talent necessary to accomplish planned business results.

- Design and implement optimal operations organization - Structure, roles, responsibilities, case loads

- Collaborate with Insurance Operations leadership to drive talent and engagement initiatives across the practice

- Drive identified change initiatives

Competencies :

Confronting Direct Reports : Deals with problem direct reports firmly and in a timely manner; doesn't allow problems to fester; regularly reviews performance and holds timely discussions; can make negative decisions when all other efforts fail; deals effectively with troublemakers.

Directing Others : Is good at establishing dear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Hiring and Staffing : Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles talented staffs.

Sizing Up People : Is a good judge of talent; after reasonable exposure, can articulate the strengths and limitations of people inside or outside the organization; can accurately project what people are likely to do across a variety of situations.

Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

Developing Direct Reports and Others : Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.

Managing and Measuring Work : clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback into work.

Motivating Others : Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.

Priority Setting : Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Process Management : Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't, can simplify complex processes; gets more out of fewer resources.

Consulting Skills : Consultative leader who can be reached out to leverage the skills across global HCB practice.

Analytical Skills : Analytical bent of mind and good skill in inferring the client feedbacks and ability to read between lines and numbers.