SecureNow - Head - Insurance Operations - Client Engagement Team

SUMMARY OF THE JOB:

The position is within a part of a broader client servicing team. The role would involve to lead entire team of Operations Management, Client Servicing and Process Excellence.

ROLES & RESPONSIBILITY: -

- Oversee the entire fulfillment and engagement experience with clients including on-boarding, service interactions, claims, and escalation management

- Manage relationships with senior executives at claims and administration team of insurers

- Identify improvement areas and develop new processes to reduce turn-around time for clients, and increase customer satisfaction rate

- Liaison with technology team to automate routine tasks, and co-develop customer facing technology solutions to ease policy utilization

- Oversee the firm's proprietary Policy Administration and Management tool for effective utilization across the firm; evangelize the usage across clients

- Identify areas of deep technology integration with insurers and TPAs, and enable execution

- Lead 20-30 member team split across sub-teams including Endorsement, Claims, Wellness, Engagement, Policy Issuance, Quality Control, Renewal PMO

- Prepare, analyse and present department statistic to the management team

CANDIDATE BACKGROUND:

- Post-graduate degree (preferred) with ideally 12-18 years of experience

- Strong project management skills in the insurance industry

- Previous experience in insurance operations and proven deliver operational excellency

DESIREDS KILLS & COMPETENCIES:

- Excellent written and verbal communication Skills

- Ability to think strategically as well as tactically

- Energetic, creative and can-do approach and problem solving bent of mind

- Ability to think positively and work effectively under pressure