Principal Duties/Responsibilities
Strategy
- Contribute to the development of the short and long-term Business Unit (BU) strategy in conjunction with overseas counterparts.
- Partner with leadership to lead change by managing strategic initiatives to meet business needs.
Operations Management/Operational Effectiveness
- Lead teams of knowledge intensive colleagues for managing member complaints, quality assurance and trustee discretion / governance & pension solutions.
- Oversee metrics to meet strategic objectives and monitor and evaluate performance of the team in line with the Service Level Agreements
- Maintain effective governance, control systems and compliance requirements of the company.
- Continuously review and establish a robust performance measurement structure for quality assurance
- Drive initiatives that contribute to long-term operational excellence.
- Manage stakeholder relationships.
- Lead work transition projects for the BU.
- Conduct regular capacity planning & due diligence.
People Management/Development
- Assist with interviewing and selection of team members and serve as a role model and mentor your team and others.
- Responsible for developing Team Leaders through coaching and team building while serving as an escalation point for the Operations issues and complaints.
- Work with HR to develop & implement a Talent Management strategy for the BU.
- Conduct periodic and annual performance reviews for all direct reports
Top Competencies
- Focusing on clients / enhancing member service
- Driving Excellence / Quality assurance / Analytical bent of mind
- Fostering Innovation
- Influencing Stakeholders
- Working in Teams, Developing Talent
- Adapting to Change
Required Qualifications, Skills, Knowledge, Experience
Qualifications:
- Any Graduate / Postgraduate
Knowledge/Experience:
- Experienced leader with proven ability in managing service delivery in complaints and/or quality assurance.
- Knowledge and experience in Pensions and/or Claims domain.
- Able to manage diverse processes with multiple stake holders.
- Proven ability in delivering excellent levels of client service, organizational effectiveness, operations Management & implementing best practices.
- Preferably experienced in conducting transitions/ knowledge transfer activities.
- Ability to establish robust performance measurement structure.
- Highly developed critical thinking and analytical skills
- Demonstrated leadership and vision in managing staff groups and major projects or initiatives.
- Excellent interpersonal skills and a collaborative management style.
Eligibility Criteria
- Last 2 Performance Rating: Meets Expectations or above
- Not on written warning for behaviour or performance within the last 12 months
Experience
- Existing Manager with minimum 12 months of experience in the current role
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