Service Delivery Director

2 weeks ago

Bengaluru, Karnataka, India ReSource Pro Full time

ReSource Pro is a leading provider of integrated, innovative operational solutions to US-based insurance organizations including brokers, managing general agents, carriers, and third-party administrators. The Company supports a wide range of business processes, with a focus on activities requiring deep domain expertise. ReSource Pro services its clients through a large and growing base of more than 7,200 employees based in the U.S., China, and India.

For more information on Resource Pro, visit:

With 60-80% YoY growth, our India operation is expanding fast and requires a Director of Service Delivery, to be able to effectively design and execute our real time operations strategy to enable aggressive expansion of capabilities and revenue.

The Position:

Title: Director, Service Delivery, India

Location: Bengaluru / Bangalore, India (On-site)

As a key member of the senior management team, this role will report to the Sr. Director, Service Delivery, India. The Director will oversee the real-time shift operation in the India Service Delivery Center and be responsible for all outcomes, including financial results, production output, client experience, and employee engagement. Lead initiatives and projects to build out service delivery infrastructure and mature or create service capabilities.

The successful candidate must bring a demonstrated high level of problem-solving, and operations mindset, with an ability to be both strategic and get involved in the details when required.

· Strategic and critical thinking - ability to understand company strategy and value proposition quickly, integrate the understanding to daily work, and adapt to changes quickly. Can bring structure to lead themselves and others through effective root-cause analysis and problem-solving.

· Effective in people development and team building .

· Communication - is able to receive and convey information effectively both in written and verbal settings with all levels of audience including clients. Can influence and build effective working relationships with colleagues.

· High Levels of Ownership - Can understand, model and drive consistent execution of key company compliances, standards and work methods across teams; is able and willing to get into task-level and process details where required; can proactively identify people and systemic gaps and design and implement holistic countermeasures to solve them. The Qualifications (Highest Priority):

  • ·Minimum Bachelor Degree
  • ·10+ years of leadership experience in operations
  • ·Work experience in insurance outsourcing is highly preferred
  • ·Global work experience is preferred

Duties & Responsibilities:

Lead India's Real-time Service Delivery, Drive Business Growth, and Manage Financial Results (60%)

·Lead direct reports to create an environment for high productivity and employee engagement in India's-time shift. Coach direct reports and team leaders. Build effective talent development practices to develop leaders within and integrate externally hired leaders.

·Oversee delivery of services, products, and, solutions to clients in line with global quality standards and brand promises. Trouble-shoot service and client management issues with the team and drive high client satisfaction. Uphold information security requirements.

·Drive significant revenue growth in India real-time shift, and lead collaboration between India and China teams and all U.S. based Business Development and Operations Advisory departments to achieve growth targets.

·Manage financial results of India real-time shift including appropriate organizational structure, optimal efficiency, and service/product refinement.

Lead Strategic Initiatives & Projects and Drive Innovation (40%)

·Define projects and initiatives for India's real-time shift to revise and adopt ReSource Pro best practices; oversee project execution to achieve desired business results.

Build infrastructure, policies and procedures, processes, and tools to support the India real-time shift growth, implement the Total Quality System and Account Management Process, and oversee projects and activities that build and support the culture of One ReSource Pro that ultimately drives business results.

Our Values :

·Passion For Excellence – We aspire to the highest standards in all that we do.

·Service Centric – We are motivated by a deep service, building trust through quality, reliability and attentiveness.

·Teamwork – We are here to support each other's success.

·Best Self – We challenge ourselves to learn, grow and be the best version of ourselves.

·Commitment to community – We are actively engaged in our communities and committed to giving back.

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