Operations Manager- Insurance
2 days ago
Job Responsibilities:
- Managing a team of ~100 resources & 6-8 team leads supporting Insurance Back office operations.
- Team Management and Leadership
- Responsible for SLA Management, Issue Management and Reporting.
- Maintaining high standards for product or service quality is crucial. Implement quality control measures to ensure zero defects.
- Client Cadence – Daily, Weekly and Monthly
- Client and HCL leadership Governance meetings
- Team Management – coaching, feedback, performance assessment
- Able to work collaboratively across all teams, identifying best practices and process efficiencies.
- Shall be responsible for the overall performance of the Process and the team members.
- Aptitude for preparing process reports on monthly/quarterly/annually basis.
- Experienced working with external and internal auditors
- Assists management with hiring processes and provide regular developmental feedback and guide team members through their career development process.
- Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
- Effective performance management, shrinkage & attrition management directly proportionate to the health of the business.
- Drive & execute process improvements, automation across the scope of work.
- Accountable for accurate and timely execution of required control checks. Drives compliance with established controls operating guidelines and KPI's.
Key Competencies
- 14-16 years' experience in Insurance operations with at least 8-10 years in Insurance (Non-Life) operations.
- Core domain knowledge and expertise in Property and Casualty insurance – auto, property, umbrella, commercial, etc. (US geo preferred)
- Relevant experience in managerial roles in service delivery, people management and process optimization.
- Ensure delivery per customer expectation along with meeting defined SLA and ensure customer delight.
- Hands on experience in managing operations establishing current state, gap analysis and implement improvement plans.
- Understanding overall Disputes lifecycle and implementing overall program plan for service delivery improvement and cost optimization.
- Excellent interpersonal. MS Office and presentation skills.
- Excellent written and oral communication skills in English is a must.
- Willingness to work in Night shifts is a must.
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