Operations Manager - Insurance - BPO

InnoQuest Consulting is a Core team of seasoned Talent Acquisition professionals with experience across diverse industries ranging from IT, ITeS, Banking & Financial Services and Telecom with team's core expertise in Mid / Senior Management &Leadership hiring.

About Our Client:

The parent company is 4th largest commercial insurance brokerage firm in the world. Established in 1927 has close to 20240 employees with a revenue of more than $ 4.6 billion. It is one of the leading insurance brokerage and risk management companies in the world. Headquartered in Itasca, Illinois, a suburb of Chicago, has over 300 offices globally.

The India operations Support Services is 100% subsidiary of the parent company. Established in 2006, offices are located out of Pune and Kolhapur and have outsourced services in Bangalore and Shimoga. It specializes in non-voice insurance processes (KPO).

Role Overview:

To serve as a member of the leadership group & own responsibility & accountability of two or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage process manager & team leaders This position will report in to the Sr. Manager

Role Description:

- Process Management & Improvement

- Drive & achieve productivity enhancements

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns

- Responsible for scoping, identifying new areas of work

- Oversee migration & stabilization of new processes

- Periodically review process & regulatory requirements & ensure compliance

- Review FTE requirements, shift plans & capacity planning

- Initiate, Execute & Facilitate process improvement initiatives/projects

- Lead Org wide projects across locations

- Integrate domain knowledge & business understanding to create superior solutions for the client

- Must clear at least one certification a year

People Management:

- Conduct regular meetings with process managers & resolve concerns

- Conduct skip level meetings with team members & resolve escalations

- Own rewards & recognition schemes for assigned processes/teams

- Oversee L&D trainings for self & process managers

- Oversee staff domain certifications

- Ensure completion of process certifications by all staff (Process managers, Team leads & associate ) within pre-defined timelines

- Liaise with recruitment team for recruiting new team members

- Identify & facilitate movements within the division for Process Managers

Customer Service & SLA Delivery:

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes

- Manage client relationships and escalations

Strategic Initiatives:

- Explore opportunities to move processes to the satellite office

- Participate in special projects/organization wide initiatives

Desired Profile:

Must have:

- Minimum ten years of experience in the ITES sector

- Minimum four to five years of experience in a managerial role (Must have experience in managing a span over 50)

- Graduate from a recognized university & relevant

- Relevant Insurance experience - General Insurance/Commercial. Experience in Life and Pensions can also apply

- Well versed with the application of process improvement tools

- Should have an done at least 1-2 transitions

- Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects)

- Related industry certifications

- Prior work experience in UK/US Insurance domain

Good to have:

- Post-graduation in any discipline

Competencies:

- Strategic Thinking

- People Management

- Transformational Leadership

- Process Focus

- Client Management

- Innovation Focus

- Ability to learn & drive change

- Impact & Influence