Senior Vice President - Operations - Insurance Firm

Sr.VP -Operations with a leading Insurance Organisation

Sr.VP -Operations -Pension:- To serve as a member of the leadership team for the Organisations Operations & own responsibility & accountability of one division - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage with Senior Managers, team leaders & associates.

Process Management & Improvement:

- Drive & achieve productivity enhancements.

- Identify opportunities to increase existing processes, reviewing the current lifecycle and new business.

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

- Oversee migration & stabilization of new processes .

- Periodically review process & regulatory requirements & ensure compliance.

- Review FTE requirements, shift plans & capacity planning .

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

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

People Management:

- Conduct regular meetings with Managers/team leaders & resolve concerns

- Conduct skip level meetings with team members & resolve escalations

- Own rewards & recognition schemes for assigned division

- Oversee L&D trainings for self & Managers

- Oversee staff domain certifications

- Ensure completion of process certifications by all staff ( Managers & Team Managers ) within predefined timelines

- Liaise with recruitment team for recruiting new team members

- Identify & facilitate movements within the division for team leads

Customer Service & SLA Delivery:

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

- Manage client relationships and escalations