Manager - Operations - General Insurance

The Role:

Operations Manager ( General Insurance)

Key Responsibilities:

A (General Insurance - GI) Operations Manager (OM) for a back-office operation. The OM we are seeking is a passionate leader, who will strengthen the existing partnership with a Global Insurer.

The OM will operate and foster a one team model, that will cover services for APAC and EMEA regions cutting through various life cycle of a commercial GI policy

Skills Required:

- P&C Insurance Process and Insurance producer management services Experience

- Work Experience (min 3 years must)

- Provide insurance back-office services to APAC and EMEA regions

- Manage the team of 40 FTEs/Employees

- INS Certifications or equivalent P&C insurance certifications preferred

- Owns Capacity and Shift Planning is appropriately done with minimal impact to business + Daily allocation of work based on priorities agreed with customer

- Attendance and Leave management

- Timely management and resolution of chasers/escalations from Onshore

- SLA Compliances: Owns delivery of services as per prescribed guidelines and timelines in order to meet SLA targets

- Participates / supports the TL in the daily huddles, provides training / inputs on processes/ business to the team in order to ensure delivery predictability

- Process Compliance: Owns and executes transaction processing in order to meet quality standards.

- Owns and Conducts QC / QA programs as part of the quality plan on RFT measures

- Customer Interaction: Chairs weekly customer engagement sessions to review volume, SLA outcomes

- Owns and resolves escalations at the process level in order to ensure high customer satisfaction

- Process Reengineering: Is extremely continuous improvement centric. Participate in the ideation process and produces the documentation and trains the team on the reengineered process in order to meet client and internal commitments on a continuous basis

- Talent Management (People Management): Supports the TL by training people on process/ domain as part of the growth plan in order to ensure high E-Sat

- Will be employee centric and will nurture and retain talent

- Ensures that Compliance standards are met, regarding Data Protection

- Adhere to Client specific policies and compliance regulations

- Focus on customer service and aim for zero complaints

- Ensure complete, transparent and frequent communication with the business

Technical Skills :

- Excellent in MS Office suite: MS Excel, MS PowerPoint

Qualifications & Experience:

- Graduate and above

- Minimum Experience Required 2-3 years in General insurance