Overview
Senior Operations Manager Property and Casualy Insurance
Report to (Job Title): Business Leader
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.