Operational Excellence Manager

6 days ago

Pune, Maharashtra, India beBeeTransformational Full time ₹ 15,00,000 - ₹ 25,00,000
Business Delivery Manager - InsuranceSeeking a highly experienced strategic Business Delivery Manager to lead process management, team management, customer service, and drive strategic initiatives. This role 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.Key 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.
Required Skills and Qualifications: 
  • 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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