Business Delivery Manager – Insurance

Business Delivery Manager Insurance

Roles and Responsibilities:

Process Management & Improvement:

• Drive and achieve

  productivity enhancements

  across operations.
• Own weekly/monthly management reports, highlighting relevant gaps and concerns.
• Responsible for scoping and identifying new areas of work.
• Oversee the migration and stabilization of new processes.
• Periodically review process and regulatory requirements, ensuring continuous compliance.
• Review FTE (Full-Time Equivalent) requirements, shift plans, and capacity planning.
• Initiate, execute, and facilitate

  process improvement initiatives/projects

  .
• Lead organization-wide projects across various locations.
• Integrate domain knowledge and business understanding to create superior solutions for the client.
• Must clear at least one industry certification per year.

People Management:

• Conduct regular meetings with process managers and effectively resolve concerns.
• Conduct skip-level meetings with team members and resolve escalations efficiently.
• Own rewards and recognition schemes for assigned processes/teams, fostering motivation.
• Oversee Learning & Development (L&D) trainings for self and process managers.
• Oversee staff domain certifications, ensuring professional growth.
• Ensure completion of process certifications by all staff (Process managers, Team leads, and associates) within pre-defined timelines.
• Liaise with the recruitment team for recruiting new team members.
• Identify and facilitate movements within the division for Process Managers, supporting career progression.

Customer Service & SLA Delivery:

• Drive

  on-time, accurate, and quality service delivery

  within agreed-upon SLAs (Service Level Agreements) for assigned processes.
• Manage client relationships and effectively handle escalations.

Strategic Initiatives:

• Explore opportunities to move processes to the GSC (Global Service Center) satellite office.
• Participate in special projects/organization-wide initiatives, contributing to broader company goals.

Skills and Competencies:

• Must have experience in managing a span of over

  50 team members

  .
• Well-versed with the application of

  process improvement tools

  .
• Should have successfully completed at least

  1-2 transitions

  .
• Should have been part of

  Process Improvement projects (Green Belt, Lean, re-engineering projects)

  .
• Possess related industry certifications.
• Strong

  Strategic Thinking

  capabilities.
• Exceptional

  People Management

  skills.
• Demonstrated

  Transformational Leadership

  .
• Strong

  Process Focus

  .
• Proven

  Client Management

  expertise.
• Focus on

  Innovation

  .
• Prior work experience in the

  UK/US P&C (Property & Casualty) Insurance domain

  .

QUALIFICATIONS:

• Graduated with a Master's degree from a recognized university.