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Senior Manager - Operations - Insurance Broking Firm (10-12 yrs)

Mumbai Job Code: 708646

Division : Operations

Department : Operations

Sub- Department : Operations

Job Title : Senior Manager - Operations

Reports to : Head - Operations

Span of Control : 5-6 DRs, indirect team of up to 150-200

Job Purpose :

To ensure a value-added experience to all operating companies (customer) by partnering and influencing to drive operational efficiencies, automation avenues and continuous capability development.

Job Dimensions :

Knowledge and Expertise :

- Recognized internally as an expert in a domain of business, product/services or a particular marketplace.

- Is viewed as a critical role within the organization and has market eminence.

- Is viewed by senior customer contacts or internal stakeholders as a peer and an influencer of the organization's resources.

Job Complexity :

- Work is complex and requires judgment to arrive at often path breaking and innovative solutions to problems. May require leveraging experience within and/or outside of the organization to solve problems.

- Interprets internal or external business issues and recommends solutions. Leads process improvements.

- Is viewed by the team as an industry expert and is often the 'Go ' to" person for complex / sensitive

issues in an area of expertise.

Client Relationships / Communication Skills :

- Interprets or explains data or information to deliver messages to audiences not knowledgeable about the subject matter.

- Role is consultative and may not have an authority to affect decisions and outcomes

People Management and Strategic Impact :

- Translates strategic objectives into operational goals and steers the direction of the division towards the achievement of overall objectives.

- Accountable for individual or team results. May impact business measurements, customer satisfaction, business costs for the division/sub function

Financial Impact :

- No direct / indirect accountability to functional budget or costs. Supports in cost management through achievement of functional goals and leading process improvements.

Geographical Impact :

Primarily UK

Principal Accountabilities :

Delivery Management :

- Understanding and managing the end client/ customer requirements and ensuring delivery as per agreed standards to internal and external stakeholders

- Periodic assessment of MI to identify trends and address client service related issues

- Contributing to the revenue/ profitability of business units

Transition :

- Identifying opportunities for offshoring processes from operating companies by influencing key stakeholders

- Seamless migrations while ensuring minimal adverse customer impact

Operational Excellence :

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

- Building a knowledge organization and encouraging, leading and guiding teams to build depth and breadth of technical expertise

Risk Management & compliance :

- Enforces a regular risk review to create significant R&C profiling (risk register) and resilience in operations through tools like FMEA, Business Continuity management etc

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

Strategic Orientation :

- Lead short-to-medium planning for people, process and technology for teams and translate plans to specific actions for teams

- Understand how commercial value is added to business to anticipate impact of external developments on organisation/ function and enable teams prepare for the same

Stakeholder Management :

- Proactively seek feedback from stakeholders to bring about changes in local teams, to establish stronger systems and processes

- Build credibility for local teams by showcasing available talent at regional/ global platforms, while looking for opportunities to expand their contributions to the organization

- Enable teams understand and appreciate the client's context, create a culture of keep the client experience at the helm of all services

People Management :

- Manage and improve current performance in teams, and develop capabilities for future needs of the organisation/ function

- Mentor team members to take on larger responsibilities and build clear career paths by assessing performance and potential, at all levels

- Create a culture of learning and continuous improvements in teams

- Build networks across functions and create opportunities to share learning across departments and help create a unified people capability

Change Management :

- Create a positive experience around change by Implementing and managing change plans in teams, enabling them to see benefits of change

- Break down barriers and impediments to change through robust communication on change plans and continuous involvement in change process

Framework & Boundaries :

- Delivery as per agreed and defined operating standards

Relationships :

Subordinates :

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

- Weekly interactions with DRs to review BAU

- Monthly interactions with all team members to review BAU & performance

Superiors :

- Day to Day interaction with reporting authorities to provide update on progress

- Fortnightly interaction with the Operations Director for updates on projects and objectives

- Periodic interaction with CEO for updates and understand organisational strategy and priorities

Others :

- Within the company: Periodic interaction with stakeholders (CFO/FD) to obtain feedback and consult / update on changes if any.

- Outside the company: Connect with Senior leadership in other organisations when attending any Finance / industry seminars

Person Specifications :

Education :

Essential: Graduate in any degree

Desirable: Post Graduate degree/ diploma in Management

Work Qualifications :

Desirable: LEAN / Six Sigma / KAIZEN

Training :

Desirable: Leadership Skills Development

Experience :

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


- Experience of having worked with multiple stakeholders in the past.

- Transition / migration experience of large processes

Knowledge :

Essential: 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

Women-friendly workplace:

Maternity and Paternity Benefits

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