Department : Insurance / Finance

Direct Reports (Job Title): SDM

Division: Operations

Responsibilities:

Process Management & Improvement

- Drive & achieve productivity enhancements.

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns.

- Responsible for scoping, identifying new areas of work.

- Oversee migration & stabilization of new processes.

- Periodically review process & regulatory requirements and ensure compliance.

- Review FTE requirements, shift plans & capacity planning.

- Initiate, Execute & Facilitate process improvement initiatives/projects.

- Lead Org wide projects across locations.

- Integrate domain knowledge & business understanding to create superior solutions for the client.

- Must clear at least one certification a year.

People Management

- Conduct regular meetings with process managers & resolve concerns.

- Conduct skip level meetings with team members & resolve escalations.

- Own rewards & recognition schemes for assigned processes/teams.

- Oversee L&D trainings for self & process managers.

- Oversee staff domain certifications.

- Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.

- Liaise with recruitment team for recruiting new team members.

- Identify & facilitate movements within the division for Process Managers.

Customer Service & SLA Delivery

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.

- Manage client relationships and escalations.

Strategic Initiatives

- Explore opportunities to move processes to the GCOE satellite office.

- Participate in special projects/organization wide initiatives.

Skills and Competencies

- Experience of handling 100+ FTEs

- Innovation focus - Exposure to automation, RPA - Must have first-hand process improvement experience (GB/YB/Re engineering)

- Transition (onsite or remote)

- Analytical skill

- Independent decision making

- Stakeholder connect

- Strategic thinking

- Excellent communication skill

- Strong P&C knowledge preferably in claims advocacy (in US/UK/AU/EU market)

- Industry certification is desired

- Transformational leadership

- Self-motivation and Go getter attitude

Education

- Master's/Bachelor's from a recognized university & relevant.

Licenses/Certificates AIC preferred but not mandatory

Work Experience

- Minimum fifteen years of experience in the ITES sector.

- Minimum five to six years of experience in a managerial role.

- Prior work experience in UK/US P&C Insurance domain.

Pro

Follow Up

Didn’t find the job appropriate? Report this Job

Posted By

Tanvir Singh

HR at r3 Consultant

Last Active: 04 December 2025

Job Views:
166

Applications: 15

Recruiter Actions: 0

Posted in

Banking & Finance