Senior Manager

The role shall be a critical driver for the department & organizations growth objectives and work with the management in achieving scalability by being be an efficiency driver through oversight, monitoring, guidance, constructive challenge within the COO domain in a manner that maximizes efficiency and build productivity oriented, replicable and systemic processes, thus enabling the organization to realize its growth aspirations on a sustainable basis.

The role also supports COO with dedicated, forward thinking, strategic, analytical and operational & projects management support, encompassing budgeting & forecasting, strategic planning, drivers for business efficiency & productivity, challenge & monitors performance, oversight on vendor management and drive process improvement initiatives in areas of Operations and Information Technology.

In addition, the role will also be responsible to provide an opinion and supporting the Function Heads & COO towards ensuring timely closure of all process improvements being initiated by the function. The role holder will be responsible for creating design / flows for transformational projects being taken up in the COO vertical. He/she is expected to play the role of a trusted advisor to the head of respective functions by constructively challenging status quo and helping them drive cross functional change initiatives. He/she is accountable for making complex business decisions, working on high value financial improvement initiatives and creating an environment for development which is recognized as market leading both internally and externally. The role holder will directly work with function /department heads to initiate / change and provide end-to-end management of the process design program from initiation of the idea, through development of the business case, management of all aspects of program delivery (not just systems) and tracking of benefits.

In addition to it, to have knowledge of various functions of Operations , IT and to have the ability to automate systems & stream line processes. Should have the ability to drive an improvement agenda with the servicing partners as well

Process improvement

• Be independent and drive improvement along with process owners in areas of efficiency cutting across areas of reducing TATs, cost, enhancing customer experience
• Process excellence - Re-engineer processes to meet the customer , stakeholders and distributor expectations
• Lead and oversee business transformational projects for the organization.
• Lead and manage all process initiatives involving the Distributors and Alternate Channels.
• Create process design / flows which could be a result of new requirements, process enhancements/ changes, Regulatory guidelines or product launches, any suggestions from any external consultants, etc.
• Review of critical operational processes like New Business, Underwriting, Policy Servicing, Complaints, Claims and support functions to identify appropriate controls which ensure alignment to regulatory and internal requirements

Process Management

• Drive and provide guidance to functions in order to conceptualize and implement initiatives to bring in efficiency via standardization of processes and uniform implement best practices
• Drive productivity via constant monitoring, process tweaks and constructive challenge
• Oversight and monitoring of measures & metrics via targeted dashboards and MIS reports for an efficient review and challenge process
• Facilitate the functions in use of technology as a key lever and driver to bring in efficiency, accuracy and maximize productivity
• Create an effective engagement model within the COO domain to ensure that the teams do not work in silos and leverage on each others expertise and resources
• Understand, evaluate and challenge the need for investments in technology for new initiatives vis a vis costs, benefits, opportunity and maturity of the business and industry with regards to the proposed investment