AddressSr.VP -Operations with a leading Insurance Organisation
Sr.VP -Operations -Pension:- To serve as a member of the leadership team for the Organisations Operations & own responsibility & accountability of one division - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage with Senior Managers, team leaders & associates.
Process Management & Improvement:
- Drive & achieve productivity enhancements.
- Identify opportunities to increase existing processes, reviewing the current lifecycle and new business.
- Own weekly/monthly management reports & highlight relevant gaps &/or concerns.
- Oversee migration & stabilization of new processes .
- Periodically review process & regulatory requirements & ensure compliance.
- Review FTE requirements, shift plans & capacity planning .
- Initiate, Execute & Facilitate process improvement initiatives/projects.
- Integrate domain knowledge & business understanding to create superior solutions for the client .
People Management:
- Conduct regular meetings with Managers/team leaders & resolve concerns
- Conduct skip level meetings with team members & resolve escalations
- Own rewards & recognition schemes for assigned division
- Oversee L&D trainings for self & Managers
- Oversee staff domain certifications
- Ensure completion of process certifications by all staff ( Managers & Team Managers ) within predefined timelines
- Liaise with recruitment team for recruiting new team members
- Identify & facilitate movements within the division for team leads
Customer Service & SLA Delivery:
- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes
- Manage client relationships and escalations
