Manager - Insurance Operations - BPO

Role : Manager - Insurance Operations - BPO

- This position involves the day to day operational management of respective GIO operations teams.

- Manager Operations will take full ownership of service delivery.

- The successful candidate will ensure that teams within span of control consistently meet and improve on the delivery of service levels agreed, small tasks and other services by setting clear goals, direction & enhancing team / individual performances through effective leadership.

- The candidate is also expected to be comfortable handling a very dynamic and changing business environment to constantly understand and match division's vision and objectives by supporting appropriately from Client Area.

- Graduate/Post Graduate in any discipline (Essential)

- Experience of having successfully managed a team as an Assistant Manager - Operations (Essential)

- Experience of having driven change or process improvements in own area of control (Essential)

- Minimum relevant work experience of 6 years including 24 months in AMO or equivalent role.

Functional / Domain(e.g. Underwriting, Claims Mgmt.)

- The role consists of leading, managing and being accountable for the performance of own business area.

- Set, monitor and deliver on team's business plan.

- Monitor the health of the business with a view to identifying and acting on development needs and trends.

- Leverage business acumen, management experience, technical knowledge, change management skills and preferably insurance sector expertise to help provide strategic design and service delivery across the department

- Business / Client Engagement(e.g. Marketing, Consulting)

- Ability to drive the business in the direction formulated in corporate plan and in accordance with critical success factors defined by the on shore stakeholder.

- Excellent Stakeholder Management

- Where required, deal with any customer escalation and deal with them in a professional and courteous manner

People Engagement(e.g. Hiring, Training etc.) :

- Develop direct reports and other staff by adopting a coaching style, identifying and acting on development needs. Ensure delivery of the PTR, and PDP processes

- Ensure that team results and behaviours are consistently monitored and that issues are dealt with in a fair and open manner as they arise

- Responsible for ensuring PTR's are in line with Corporate Plan objectives for GIO & Client SLA/ CSF's

- Have a robust career development framework for the team members which is monitored through and based on active PDPs

Administrative / Compliance (e.g. Documentation, Quality etc) :

- Ensure that the team complies to the various audit requirements of the organisation (QMS, ISMS, eSCM, etc)

- All SOP's are adhered & administered - PTDs, Process Manual, CR.

- Produce and circulate meaningful MI about own operational areas, regularly and ad hoc when required