Key Skills:

Defined Benefits/Defined Contributions is must

Mumbai candidates are preferred

Defined Position for Sr. Manager-Operations

Requirements:

Education: Graduate

Desirable: PG / MBA

Essential: LEAN / Six Sigma / KAIZEN

Desirable: Leadership Skills Development

Experience

- 10 - 12 years of experience in operations in financial services/ ITES or off shore processing organizations with proven track record in service delivery.

Desirable:

- Should have managed teams of over 80 people.

- Transition / migration experience of large processes

Knowledge: fundamentals of operations management, quality tools

Desirable: understanding of insurance and financial services sectors

Skills & Abilities:

- Analytical ability and Decision making

- Communication, Influencing and Negotiation skills

- Leadership and People management

- Change management

- Planning and Organizing

- Resource Management

Job Challenges

- Stakeholder management

- Maintaining balance between business delivery & people expectations

- Managing frequent environmental changes

Principle Accountabilities

1. Delivering to the Customer / Client To know the purpose of existence of the team and to be able to deliver to the client on time, to the right quality and keep every promise that is made. To be able to honor the commitments made to internal stakeholders at all times.

2. Operational Excellence

- Building value by creating process efficiencies through upstream & downstream impact in business

- Deliver quality by building a knowledge organization and encouraging, leading and guiding teams to build depth and breadth of technical expertise

- Alignment with Operating company's operating model to create logical business operations that deliver excellent customer services

3. Stakeholder Management Stakeholders / operating companies: deliver value in every sphere of interaction with the stakeholders. The incumbent will be responsible for driving effective client relationship by influencing decision makers on business and operational escalations (including repeat issues). Will be required to provide stakeholders with a value add experience by partnering on operational decisions. Initiate and influence expectation setting discussion with operating companies.

4. Strategic Thinking To contribute to plan and lead implementation of annual operating plans for the relevant business unit- s

5. Risk Management & Compliance Enforces a regular risk review to create significant R&C profiling (risk register) and resilience in operations. Eg. Review cross skilling plans to mitigate operational risks related to key person dependency.

Will be required to benchmark best risk practices to help create an operational risk strategy for the company.

6. SLAs Management Manage SLAs through effective exception management (SLA / SOP exception)

7. Opportunity identification Seeking opportunities for development of high potential managers and constantly working to increase the work split position between India and operating company

8. Employee Engagement Set standards for people excellence and create strategies for development of people and process knowledge

Context

Operating Environment

- The group has two main lines of business Employee Benefits and Insurance Broking and has its presence through owned companies in over 36 countries and through a network, its presence is in over 100 countries.

- The operations team has been set up as a captive off shore unit to deliver cost and quality efficient services to various operating companies of the group across the globe.

- The operations team primarily services two service lines namely, Employee Benefits and Insurance Broking, each having an independent Head. The sub functions under such teams are then managed by Senior Managers.

Framework & Boundaries :

- Master Service Agreement and SLAs signed off with operating companies

- Relevant regulatory authorities like FCA / FSR, the Pensions Trust, DWP, etc.

Relationships :

Subordinates - Day to day interaction with DRs to review and provide advice on exceptions

- Weekly interactions with line management to review BAU

- Skip level - meet all teams (sample size) once every quarter

Superiors :

- Fortnightly operational review meetings

- Monthly one on one meetings with the RM

- Need based / escalation based

Others Within the company :

- Collaborate with Management team of the operating companies to identify improvement opportunities and manage escalations

- Participate and proactively contribute to new project related initiatives as a member of the Operations Team

- Participate and proactively contribute to the overall operations team at the company

- To have regular interaction with relevant support teams, example, IT and HR.

Outside the company :

- IB: markets and underwriters, intermediaries like Xchanging.

- Clients and the consumers (pensioners) of the company

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