Manager - Operations - Insurance

Allianz, is hiring Operations Manager -

Insurance major offshore development centre, based in Trivandrum, Kerala.

Work location : Trivandrum, Kerala.

Job Purpose:

- To set, Monitor and deliver business plan and budget, manage processes and ensure all set targets are achieved; where relevant to review targets and agree with all concerned.

- Keep communication open and consistent with customers,employees, support services and management.

- To provide leadership support and guidance to BP operation staff.

Key targets :

- High customer satisfaction

- More value added services provided

- Encourage and support team to achieve high performance

- Talent Management and employee engagement

- Quality Assurance and Risk Management

Principal Accountabilities :

- Set the vision, direction and culture of the team by managing individual and team performance expectations and goals and holding the team accountable for meeting and exceeding performance targets

- Effectively partners and builds productive working relationships with direct reports, peers, leadership and other departments.

- Demonstrate strong people management skills through achieving development of staff with periodic performance and appraisal review meetings.

- Develop strategies to sustain/improve retention levels, taking into account challenges such as the retention of long tenured staff and evolving local job market

- Talent manage direct reports with an intention of succession planning

- Play a key role in hiring & recruitment for BP processes

- Act as key contributor towards the Career Development Framework for BP staff.

Performance :

- Set, monitor and deliver business plan ensuring alignment to the ACIS and UK corporate business plans.

- Accountable for delivering on SLAs, Optimizing seat utilization, resource management including training support, attrition, building & checking regular reports and ensuring all key deliverable are met

- Identify opportunities to reduce costs and improve efficiency

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

- Play an active part in operations Management, contributing to planning strategy, budgets etc

- Ensure delivery of the PTR, SDS and PDP processes for all reporting teams

- Drive quality, productivity and process improvements and keep pace with growth while motivating others to meet challenges.

- Use a balanced set of tools and metrics to evaluate options and make decisions

- Act firmly and promptly to correct unacceptable performance.

- Improve results of own area by constantly reviewing current processes that impact on the business and its customers

- To meet head count and charge out rate as agreed and signed off in PTD or Change Request.

- To proactively look for areas of additional services to UK/OE process owners.

Customers :

- Deliver clear messages about the business aims and goals to customers and direct reports in a timely fashion

- Represent the BP operation in relevant offshore and relationship meetings, projects and groups

- Keep abreast of customers- changing needs and respond to them as they arise.

- Keep communication open and consistent with customers, employees,support services and management

- Ensure customer complaints are handled appropriately with root cause being fixed and preventive measures set in place..

- Regular Liaison with UK/OE Process Owners

Compliance :

- Ensure the audits (internal and external) are undertaken, and that development needs are identified and acted upon

- Identify business/compliance risks and implement mitigation

- Ensure that self and team is compliant with all statutory and regulatory requirements

- Ensure the process comply with all the requirements as per the different compliance standards that ACIS follows (ISO, ISMS, eSCM etc).

- Ensure the all process documentations are up to date with necessary change control procedures in place.

Additional Responsibility :

- Implement ACIS wide initiatives within own area of control

- Certified Internal Auditor (ISO 9001:2008) and (ISO 27001: 2005)