Manager - Operations
4 weeks ago
Job Summary:
This job is responsible for managing a team focused on delivering Claims support across Property line of business. Driving strategic priorities focused on enabling the Talent centre to deliver business ouctomes that positively influence the customer experience and claims processing lifecycle. Collaborating with senior leadership teams and executive team members to align and deliver on operational and business goals, plans aimed at managing operational cost, budgets, and policy adherence. Effectively lead and represent the proeprty claims department. Establish and have accountabiliy of policies, procedures, operating structure, and ensure necessary controls are in place to deliver a fair claims handling experience across the service portfolio in compliance with all applicable laws and regulations. Promote the resolution of the claims in consistentcy with organization vision and objectives; analyze and resolve any grievances across customer and stakheholder portfolio, which maybe sensitive, confidential, or require senior leadership involvement. Role would involve looking at transformation initiatives in partnership with stateside teams. Performance management and building meitrocacy across operations, closely align with organization culture and ensure practices and measures are in place that are reflective of the culture. Manage a high performing team that delivers best in class services across the portfolio. Role may require to handle teams in multiple locations and hence travel could be a pre-requisite to the role.
Key Responsibilities:
Primary responsible to manage Business processes focused on driving customer success and value-added outcomes Leading a highly engaged team supporting Voice & Blended operations Recognize opportunities to optimize operational landscape and identify developing trends Drive and Implement people and business strategy across the DCIO Lead projects and program execution of varied levels of complexity from a transition and transformation perspective Demonstrate a sense of urgency and accountability for business issues Identifying and resolving Customer and Business challenges in partnership with Stateside and Allstate India teams Deliver Efficiency targets and lead optimization initiatives across the team Manage complex processes and successfully enable a Continuous Improvement culture Expand Capabilities of the team and continually focus on evolving nature of work (via tech/non-tech interventions) Review work with leadership and partners to calibrate deliverables against expectations Identify coaching/training needs for team from a business domain and skills perspective Nurture employee engagement & retention, develop future managers Manage operational risk and maintain business continuity plans Build a strong cohesive partnership with Support and Enablement teams Analyze business results to identify top opportunities and delver business outcomesPrimary Skills:
Experience with handling Claims operations Lead a span of 250+ members supporting Voice & Back-office processes Drive business outcomes focused on achieving strategic goals and exposure to digital tools and solution Strong verbal/written communication skills; Able to communicate effectively at all levels Strong technical vision and knowledge of industry trends; provide direction to enable the team and organization to make long term decisions and choices Business acumen to translate complex technical views into business solutions and strategies Demonstrated track record of executing and enabling changes across business operationsPreferred Qualifications:
Education and Experience
Bachelor’s Degree or equivalent education Must have 15-18 years of Insurance experience with claims management experience, (or equivalent management experience) Managerial experience and/or demonstrated leadership experience influencing senior management/ stakeholders experience. Experience in working with GCC’s would be preferred AIC, Chartered Property Casualty Underwriter (CPCU), or equivalent preferred-
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