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27/04 Chandra
CEO at Consult Shekhar Pandey

Views:7925 Applications:358 Rec. Actions:Recruiter Actions:16

VP - Operations - Insurance/Banking (8-12 yrs)

Mumbai Job Code: 566606

We are looking for a smart MBA with deep experience of operations preferably in Insurance operations in Domestic environment. The person may also come from Banking.

We are not seeking people from ITES companies/BPO and seeking Person who could be from Banking or Insurance background with good appreciation for Technology

POSITION SUMMARY:-

Seeking Insurance and Banking professionals with front office operations expereince. This role isnt for ITES/BPO/Call centre operations

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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