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B2C GB Manager

4 months ago

Mumbai, Maharashtra, India WTW Full time

Job Title : Manager Accounting and Settlement (A&S) GB

Level : 53 (Manager)

Region : UK

Job Location : Thane & Vikhroli

Reporting to : Associate Director

Role Objective : Lead customer relationship teams ensuring excellent client service through timely collection of premiums and settlement of claims. Exhibit positive and progressive behaviors along with adherence of group policies and process guidelines. Ensure timely and accurate information/reporting is available to demonstrate performance results.

Principal Duties and Responsibility:

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

➢ Drive initiatives in the management team and organizationally that contribute to long-term operational excellence

➢ Accountable for teams delivering client metrics for LoB & provide update / escalate to stakeholder

➢ Manage stakeholder relationships and lead Structured calls / meetings with key internal and external stakeholders to discuss metric performance and roadblocks as per agreed engagement structure

.➢ Lead work transition projects for the BU

➢ Lead process enhancement/continuous improvement projects by leading gap analysis, developing to be processes, identifying training needs and ensuring training materials are created

➢ Maintain effective governance, control systems and compliance requirements of the company

➢ Continuously review and establish a robust performance measurement structure

➢ Accountable for effective workflow management by leaders through peaks and troughs in the business cycle by regular capacity review of the team and plans for contingencies

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

➢Work with HR to develop a succession plan for key leadership positions within the function, as well as a talent watch list for key roles that support the defined retention/engagement strategies

➢Conduct regular feedback and skip sessions as per Operational Engagement Framework

➢Conduct periodic and annual performance reviews for all direct reports

Qualifications Required: Minimum Bachelors degree preferred

Knowledge/Experience:

➢Experienced leader with proven ability in managing large (50+ FTE) service delivery teams will be preferred

➢Able to manage diverse processes with multiple stake holders and establish a positive working relationship with customers across the globe

➢Is assertive in his/her communication with Clients & business units and collaborate with internal &external customers in order to achieve favorable business outcome

➢Knowledge and experience in organizational effectiveness and operations management, implementing best practices

➢Proven ability in delivering excellent levels of client service

➢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

Competences Required

➢Focusing on Clients

➢ Driving Excellence

➢ Fostering Innovation

➢ Influencing Stakeholders

➢ Developing Talent

➢ Adapting to Change

➢ Providing Leadership