Head of Operations(Insurance)

3 weeks ago

Chennai, Tamil Nadu, India HCLTech Full time

Designation: General Manager

Department: Insurance Business Services (Business Process Outsourcing Division)

Location: Chennai, India

Key relationships: Operations team, Customer, IT delivery Team, Development team, Infra teams

Role Description:

Functional responsibility will cover service delivery both onshore and offshore.

  • Initially taking on management of Offshore operational resources in Chennai and Lucknow
  • Responsible for improving Turnaround time, Active time, Customer Satisfaction
  • Increasing and driving more work offshore
  • Implementing RPA and other automation
  • Working with IT to deliver customer innovation – eg new "Digital" processes for our clients
  • Supporting new sales opportunities to deliver refined and new service offerings for our existing and new clients

Skillsets required

  • 15 years + operational management experience
  • ·Track record for delivering end to end process improvements and transformation, including offshoring of complex processes
  • ·First-hand experience of RPA and driving Lean change a strong advantage
  • ·Onshore / offshore operating structure, including responsibility for managing significant teams based outside India (preferably UK or US)
  • · Complex process background, preferably including Insurance process . Not necessarily in life & pensions sector but familiarity with financial services highly desirable.
  • ·Ability to work in matrix / dotted line structure
  • ·Strong communication and influencing skills – very important because of number of UK-based direct reports
  • ·Personal flexibility and willingness to travel at short notice
  • ·Candidate needs to be credible both to FCA as an Approved Person (hence importance of relevant experience) and to Clients
  • Responsible for up to 300 people
  • Reporting to the COO

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