Senior Manager - Operations - Insurance Services Captive Unit

Senior Manager Operations_Insurance Services Captive Unit

Division: Operations

Department: Operations

Sub: Department Operations

Job Title Senior Manager - Operations

Reports to Head - Operations

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 India.

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

Desirable: LEAN / Six Sigma / KAIZEN

Essential:

12-16 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 100-150 people.

- Transition / migration experience of large processes