▷ (29/10/2025) Business Delivery Manager – Insurance

4 weeks ago

Pune, India Spes Manning Full time

Job Description We are seeking a highly experienced and strategic Business Delivery Manager Insurance to lead process management and improvement, manage a large team, ensure exceptional customer service, and drive strategic initiatives. You will be responsible for achieving productivity enhancements, overseeing new process migrations, managing client relationships, and fostering a culture of continuous improvement within the insurance domain. Roles and Responsibilities: Process Management & Improvement: - Drive and achieve productivity enhancements across operations. - Own weekly/monthly management reports, highlighting relevant gaps and concerns. - Responsible for scoping and identifying new areas of work. - Oversee the migration and stabilization of new processes. - Periodically review process and regulatory requirements, ensuring continuous compliance. - Review FTE (Full-Time Equivalent) requirements, shift plans, and capacity planning. - Initiate, execute, and facilitate process improvement initiatives/projects. - Lead organization-wide projects across various locations. - Integrate domain knowledge and business understanding to create superior solutions for the client. - Must clear at least one industry certification per year. People Management: - Conduct regular meetings with process managers and effectively resolve concerns. - Conduct skip-level meetings with team members and resolve escalations efficiently. - Own rewards and recognition schemes for assigned processes/teams, fostering motivation. - Oversee Learning & Development (L&D) trainings for self and process managers. - Oversee staff domain certifications, ensuring professional growth. - Ensure completion of process certifications by all staff (Process managers, Team leads, and associates) within pre-defined timelines. - Liaise with the recruitment team for recruiting new team members. - Identify and facilitate movements within the division for Process Managers, supporting career progression. Customer Service & SLA Delivery: - Drive on-time, accurate, and quality service delivery within agreed-upon SLAs (Service Level Agreements) for assigned processes. - Manage client relationships and effectively handle escalations. Strategic Initiatives: - Explore opportunities to move processes to the GSC (Global Service Center) satellite office. - Participate in special projects/organization-wide initiatives, contributing to broader company goals. Skills and Competencies: - Must have experience in managing a span of over 50 team members. - Well-versed with the application of process improvement tools. - Should have successfully completed at least 1-2 transitions. - Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects). - Possess related industry certifications. - Strong Strategic Thinking capabilities. - Exceptional People Management skills. - Demonstrated Transformational Leadership. - Strong Process Focus. - Proven Client Management expertise. - Focus on Innovation. - Prior work experience in the UK/US P&C (Property & Casualty) Insurance domain. QUALIFICATIONS: - Graduated with a Master's degree from a recognized university.

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