Senior Operations Manager
1 day ago
Job Title: Senior Operations Manager
Job Description:The primary responsibility of this role is to oversee the management of new business end-to-end, including Work-In-Progress (WIP) management and central initiatives aimed at streamlining issuance through regular engagement with distribution/policy issuance/underwriting teams to ensure seamless business continuity.
Key Responsibilities:- Relationship Management:
- Establish and strengthen relationships with distribution heads through regular communication and performance monitoring.
- Managing New Business:
- Ensure daily WIP management and traction to meet monthly targets for new business issuance.
- Drive WIP clearance through hub teams to clear field WIP on a daily basis for issuance.
- Regularly engage in governance calls with hub teams to discuss progress and challenges.
- Responsible for end-to-end WIP management, identifying opportunities for improvement, and driving process and operational excellence initiatives for ease of business and enhancing business quality measures for channel partners.
- Data and Reporting:
- Deliver actionable reports and analysis on various business parameters to inform plans for improvement.
- Enable and support distribution teams with relevant data sets, reports, and dashboards.
- Collaborate closely with internal departments on reports automation agendas.
- Prepare compelling presentations for senior management as required.
- Control and Monitoring:
- Ensure compliance with regulatory norms by controlling and monitoring processes.
- Maintain and update Standard Operating Procedures (SOPs) and 4 sheeter's.
- Document and control changes in existing processes.
- Process service requests according to defined Service Level Agreements (SLAs).
- Projects and Continuous Improvement:
- Conduct benchmarking internally and externally to establish best-in-class delivery/quality standards.
- Routinely roll out new guidelines for distribution adherence.
- Team Management:
- Develop team members to perform effectively and efficiently.
- Measures of Success:
- Monthly governance engagements with distribution leaders/head.
- Publish the monthly issuance dashboard/scorecard.
- Drive operational efficiencies with the distribution team.
- 92% Monthly Average Issuance (MAI).
- 94% Two-Month Average Issuance (TMAI).
- 85% First-Time Renewal (FTR).
- Resolve customer escalations and requests within time-frames.
- Complete at least one Green/Black belt project annually.
- Talent retention - attrition below 10% for Grade 2 Managers above.
- Accurate reconciliation of business data/reports.
- User-friendly customization of analytical reports.
- Number of initiatives deployed for process improvements.
- Effective alignment across departments with minimal escalations.
Required Qualifications and Skills:
- Bachelor's or Master's degree in Management.
- Minimum 10+ years of experience, with 5 years in relationship management and Bancassurance operations management.
- Sound knowledge of Bancassurance or Banking Operations Model & specifically operations processes.
- Excellent communication & analytical skills.
- Strong data skills and solution-centric approach.
- Customer-centric approach.
- Process documentation and systems approach.
- Computer skills in using databases and office management software, including spreadsheets/presentation skills.
- Team management and strong relationship skills.
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