Head of Operations

As a General Manager in the Insurance Business Services (Business Process Outsourcing Division) department located in Chennai, India, you will be responsible for overseeing service delivery both onshore and offshore. Your initial focus will be on managing offshore operational resources in Chennai and Lucknow, with the goal of improving Turnaround time, Active time, and Customer Satisfaction. You will drive the increase of work offshore and implement RPA and other automation technologies to enhance operational efficiency. Collaborating with the Operations team, Customer, IT delivery Team, Development team, and Infra teams, you will work towards delivering customer innovation by introducing new digital processes for clients. Your role will also involve supporting new sales opportunities to develop and offer refined services to both existing and new clients. To excel in this position, you should possess over 15 years of operational management experience with a proven track record of delivering end-to-end process improvements and transformation, including the offshoring of complex processes. Experience with RPA and driving Lean change is highly beneficial. Familiarity with onshore/offshore operating structures, especially managing significant teams based outside India, is preferred. A background in complex processes, ideally within the insurance industry, is advantageous. While experience in the life & pensions sector is not mandatory, familiarity with financial services is highly desirable. You should be comfortable working in a matrix/dotted line structure and have strong communication and influencing skills, as you will be managing UK-based direct reports. Personal flexibility, a willingness to travel at short notice, and the ability to lead and inspire up to 300 people are essential for this role. You will report directly to the COO and must maintain credibility with both the FCA as an Approved Person and with clients. If you are looking for a challenging yet rewarding opportunity to drive operational excellence and innovation in the insurance business services sector, this role could be the perfect fit for you.,