Head - Operations - InsurTech - IIM/ISB/MDI/FMS

Responsibilities:

- Contribute to organization's strategic decisions as a member of the leadership team and drive organizational vision, operational strategy, and business growth

- Automate and standardize processes based on market benchmarks & best practices to drive better efficiencies

- Ideate innovative automation and process improvement solutions for improving employee productivity and streamlined operations

- Build and maintain trusting relationships with key channel partners, insurer partners, and other internal and external stakeholders

- Adhere to company, state, and local business requirements, enforcing compliance and taking action when necessary

- Foster a culture of high performance, excellence and innovation through focussed training, guidance, and support

- Ensure effective recruiting, onboarding, professional development, performance management, and retention of the operations and customer excellence team and monitor performance to take corrective measures when necessary

Accountabilities:

- Take complete ownership of streamlining pre and post policy issuance operations of customer excellence and sales fulfilment team

- Drive, analyse and improve KPIs for operational excellence and customer delight

- Drive digital transformation and automation by leveraging digital tools and liaising with product, tech, and business teams

The Successful Applicant:

Education and Experience

- Masters or MBA from Tier-1 college

- 15+ years of leadership experience of building and scaling superior tech-enabled service operations and customer excellence teams in a FMCG, Logistics, Financial or any fast-paced service industry

Competencies:

- Thorough understanding of operational support processes, excellent business acumen and ability to direct the team in diagnosing and solving complex problems

- Exemplary leadership skills with steadfast resolve, high integrity, and empathy

- Strong grasp of data analysis and inclination to data driven decision making skills

- Customer centric approach having deep knowledge on CSAT and NPS and other metrics

- Strong inclination towards tech-first approach for problem solving

- Knowledge of CRM and other digital tools for process automation

- Capability to effectively manage multiple priorities under tight deadlines and delivery SLAs without diluting the quality and/or process adherence

- Proven track record of building high performing teams along with meritocratic and inclusive culture

- Highly committed to making a difference through inspiring passion and teamwork