VP Operations- Fortune 500 BFSI Company
POSITION SUMMARY:-
Proactively manage, lead and coach a single, less complex unit and managers to achieve internal KPIs and client satisfaction for operations management and services. Manage day-to-day activities and cross team workload balancing. Liaison with and point of escalation for broking / front office teams regarding operations processing and service exceptions. Develop strong relationships with key stakeholders across the business and work in partnership to deliver operational excellence. Manages population size of 50-100 colleagues in a less homogenous organization supporting more than one line (ex. Auto ID and Certificates, etc).
POSITION SCOPE:-
Revenue generation and/or asset or expense management accountability (e.g., Budget)
Individual revenue or asset/expense management accountability personal revenue goal
Team revenue or asset/expense management accountability (i.e., total revenue for team(s) under the positions management)
Responsibility
People Management
Proactively manage team and colleague performance to achieve quality, compliance and productivity plan.
Manage resource planning activities within the team including recruitment and induction of new staff
Provide feedback and advice to the team for purposes of development and continuous improvement
Contribute to workforce planning initiatives in the Operations team
Conduct performance reviews and manage the on-going personal development, competency and performance of team colleagues
Implement measures to ensure that the team are compliant with work health and safety legislations
Engage team in continuous improvement initiatives and drive ownership of outcomes to improve client experience
Contribute to workforce planning initiatives in the Operations team
Manage the budget for reward, recognition and training of colleagues
Develop and implement processes and policies to ensure that team colleagues achieve optimal performance
Oversee the recruitment and career development of team colleagues
Identify and report on training requirements for team colleagues
Conduct performance reviews and monitor on-going performance of team leaders
Devise and implement measures to ensure that team is compliant with work health and safety legislations
Operations Performance
Manage operations within the Operations team to ensure that team objectives are met or exceeded
Evaluate the team's performance and implement initiatives to refine existing processes and procedures, as required
Develop reports on colleague performance to monitor performance against targets
Leadership
Facilitate communications across business functions and resolve problems when required to ensure that issues encountered by team members are resolved efficiently
Lead the team towards common goals, demonstrate companys values and influence others to achieve objectives
Provide leadership advice to team leaders
Provide manager once removed" (MOR) leadership for up to 100 staff within the Operations team
Create a professional working environment within the Operations team
Workflow Administration
Ensure Operations team and Operations team meets Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives
Measure, analyze and report on team productivity and KPI performance
Monitor workflow within the team and assign tasks to Senior Operations Services Executives and Operations Services Executives to ensure service levels meet business objectives
Monitor staff activity and conduct regular one-on-one and team meetings to ensure that staff adhere to assigned schedules
Oversee day to day operational activity of the team, managing and prioritizing own and teams workload to maintain service standards and high quality outcomes
Customer Focus
Lead and/or participate in stakeholder engagement sessions and work in partnership with brokers on identified initiatives to improve client experience
Understand the needs and expectations of external clients and ensure the delivery of quality service to internal clients
Provide timely advice on internal enquiries
Oversee the complaints management system
Manage escalated calls, complaints, questions, and queries as necessary
Develop awareness of key stakeholders of the Operations team
Oversee the quality of communications with client facing colleagues and management
Provide timely advice on internal enquiries
Administration and Documentation
Production/processing of complex and confidential documentation when required including:
- Invoices and related policy documentation
- Quotation and placing slips
- Premium and adjustment calculations
- Information and documentation for Pre-Renewal and Broking meetings
- Up to date computer system records
- Current and outstanding documentation follow ups
- All other documentation
Technical Support/Coaching
Provide coaching and support to Operations team Executives on all documentation and report preparation
Act as a mentor to Operations Services Executives to ensure they have working knowledge of systems and processes within the Service team
Quality Assurance
Provide technical support and coaching to team members, acting as a subject matter expert across operational processes
Review and feedback on team members' work to ensure that it meets or exceeds agreed quality and professional standards
Act as a point of escalation for non-technology related technical and process enquiries
Develop processes for continuous improvement of efficiency and quality within the team
Operational Risk Management
Liaise with CATS to restrict breaches
Maintain a controlled risk environment and ensure all colleagues are compliant with Professional Standards and Operation team Policies and Procedures
Ensure emerging risks are identified, assessed and reported in line with business procedures and operational controls are working to an effective standard and monitored
Personal Development
Continue to develop skills and knowledge by seeking out opportunities for growth
Maintain an adaptable and flexible approach to the work environment
Build, maintain and demonstrate a comprehensive knowledge and understanding of business and Insurance practices
Take ownership of personal development and behaviors, proactively improving knowledge and skills
Align personal behaviors to IGNITE Principles
Share best practice and knowledge across Operations teams and stakeholders
Build product and industry knowledge
KNOWLEDGE AND BREADTH
Education
Relevant college/university degree
Experience
At least 8-10 years total work experience with 5+ years in insurance or financial services.
Minimum 4-5 years previous lead/supervisory experience required.
Knowledge and skills
Clear and concise oral and written communication skills
Strong numerical skills
Excellent organization skills able to prioritize work and meet deadlines
Excellent interpersonal skills able to work within a team
Comfortable and experience working with technology (solutions)
Proficient in Microsoft Office tools (or equivalent) Outlook, Word and Excel
Insurance knowledge
Relevant industry practice or Line of Business experience
Insurance market, clients and claims management skills related to area of expertise
Proven experience of effective resource and cost management
Strong leadership qualities
Strong networking skills
Strong problem solving capabilities
Ability to handle complex and difficult negotiations and influence stakeholders
Other requirements :-
Certificates or licenses as required by jurisdiction
If interested please send your updated resume.
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