Insurance Delivery Lead - UK Life & Pension Business

Urgent opening for UK insurance delivery Lead

Business Unit Insurance

Role Name Delivery Leader

Reporting to Customer Leader

Grades - BPO 6 / 7

Operational Leadership:

- Lead UK Life & Pension business with team size of 200+ FTEs

- Oversee day to day operations of the LOB and/or site (line of business)

- Oversee and monitor SLAs to ensure continuous improvement in delivering value

- Ensure no disruption to BAU due to platform migrations and/or business transitions

- Efficiently utilize all available resources in Operations team (people, systems, knowledge) to ensure timely, cost efficient and quality delivery to stakeholders

- Lead initiatives in the team that contributes to long-term operational excellence.

People Management:

- Focus on a high-performing culture, promoting an environment that values strong knowledge, excellent judgment, robust analytical skills, and solid communication skills

- Develop staff that encourages ownership, accountability, risk, creativity, decision making, and results

- Disseminate information regarding decisions, plans, and activities in the account. Encourage participation in decision making

- Creating a knowledge environment in the team to ensure continuous learning and improvement of skills

- Staff retention and managing employee churn

- Performance Appraisals, feedbacks and development plans for the team

- Identification of training needs, plan & drive training for team

- Mentoring team leaders and delivery managers

- Managing and/or driving change.

Client and Stakeholder management:

- Build strong partnerships with Client and all stakeholders

- Regular interactions, effective coordination and influencing end client and stakeholders for the functional areas

- Lead Governance meetings & Operations review with key stakeholders

- Responsible to lead and deliver Customer and Employee Satisfaction

- Manage escalations, breaches, customer complaints and closure with action plans.

Driving improvements:

- Lead implementation of measures for continual enhancement in services, managing cost-effective operations and ensuring adherence to quality monitoring tools and methodologies like LEAN, Six Sigma, etc.

- Deliver FTE saves YOY target by driving - Standardization / Automation / Innovation.

Financial Management:

- Lead & deliver on projects for cost reductions by driving effective seat utilization model, improving team efficiency through improvements and reducing transport no-shows

- Analyzing FTE requirement at regular intervals, forecasting resources as per the volumes, effective utilization of resources by way of cross training and to drive towards efficiency

- Managing employee churn of tenured resources (BPO-2/3s) effectively to reduce cost.

Risk & Compliance:

- Ensure Operational Risk and Compliance is in check by putting operational compliance framework along with Risk & Compliance Manager

- Drive compliance towards process, unit, company and regulatory requirements

- Escalation of risks and issues whenever required.

Technical Skills :

- Experience in Insurance (UK Life & Pensions) domain

- Experience of Transition/Knowledge Transfer etc. is desirable

- Good communication and interpersonal skills

CII Certifications desired (CF1, FA1 & FA2)

Six Sigma or any other quality/domain certification will be an added asset.

If interested kindly fill below details

Total exp

UK insurance process exp

Ops exp in yrs

Life & pension exp

Bpo exp

CTC

Expected CTC

DOB

PAN num

Willing to relocate to Nagpur Maharashtra

Notice period

Anagha