
Senior Operations Manager
13 hours ago
The incumbent will oversee end-to-end issuance and fulfillment of new business, encompassing WIP management, central initiatives to ease issuance through regular engagement with distribution/policy issuance/underwriting to ensure business continuity.
- Key Responsibilities:
- Strengthen relationships through regular engagement with distribution heads.
- Engage regularly to monitor and improve performance.
Managing New Business:
- Responsible for managing the new business issuance by ensuring daily traction on WIP to meet month targets.
- Driving WIP clearance through hub teams to clear field WIP on a daily basis for issuance.
- Regular governance calls with HUBs teams.
- Responsible for end-to-end WIP management.
- Identify opportunities for improvement and drive various process and operational excellence initiatives for ease of business and enhancing business quality measures for channel partners.
Data and Reporting:
- Delivery of reports and analysis on various parameters of business & processing to derive plans of action for improvement.
- Enabling and supporting distribution with various data sets, reports, and dashboards.
- Working closely with internal departments on reports automation agendas.
- Creating and preparing various presentations to be shared with senior management as and when required.
Control and Monitor Process:
- Ensure maintenance and updating of SOPs and 4-sheeters.
- Document and control changes in existing processes.
- Ensure all service requests are processed as per defined SLAs.
Projects and Continuous Improvement:
- Conduct benchmarking internally and externally to establish best-in-class delivery/quality standards.
- Rolling out new guidelines for distribution adherence.
Manage People:
- Develop team members to perform effectively and efficiently.
Measures of Success:
- Monthly/regular governance engagements with Distribution leaders/Head.
- Publishing monthly issuance dashboard/scorecard.
- Driving operational efficiencies with Distribution teams.
- 92% Mo Issuance.
- 94% M2 Issuance.
- FTR of 85%.
- Drive customer satisfaction through resolution of escalations and requests with TAT.
- Number of projects completed - complete 1 Green/Black belt project for the year.
- Talent retention, >10% attrition for G2M2abv.
- Accurate reconciliation of business data/reports.
- User-friendly customization of analytical reports.
- Number of initiatives deployed to bring in process improvements.
- Effective alignment across departments with minimal escalations.
Desired Qualifications and Experience:
- Graduate/Post Graduate in Management.
- Must have a minimum of 10+ years of experience.
- 5 years in relationship management and Banca operations management.
- Sound knowledge of Bancassurance or Banking Operations Model & specifically operations processes.
- Good communication and 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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