Intake & Delivery Manager [T500-19218]

About FM:

FM is a 190-year-old, Fortune 500 commercial property insurance company of 6,000+ employees with a unique focus on science and risk engineering. Serving over a quarter of the Fortune 500 and major corporations globally, they deliver data-driven strategies that enhance resilience, ensure business continuity, and empower organizations to thrive.

FM India located in Bengaluru is a strategic location for driving FM's global operational efficiency that allows them to leverage the country’s talented workforce and advance their capabilities to serve their clients better.

Role Title: Intake & Delivery Manager

Position Summary:

This role leads and develops a team of consulting & technical service Intake & delivery specialists and provides leadership to service team to drive outstanding service capabilities through providing exceptional customer service, internally and externally. Drives implementation of intake & delivery methodologies and implements key initiatives and works to stabilize and improve key processes, including training development of team members.

Partner with leadership to create strategic recommendations on processes and systems to improve productivity and provide additional client value. Liaisons with various departments in support of company and operation goals and objectives related to the delivery of FM products and reducing the overall risk exposures of our clients. The leader will work closely with the Consulting & Technical Services management to continuously optimize our services by balancing effectiveness and efficiency to positively impact client experience while managing financial impact. The leader will facilitate gathering, monitoring and reporting critical metrics for the service team to aid in continuous improvement.

Job Responsibilities:

• Instill a culture that values data integrity within team members to enable leveraging technology, data and process capabilities to deliver action - oriented insights and excellent client service. Ensure the accuracy of the data & metrics collection by training and coaching staff in the importance of data quality and by performing regular self-audits.
• Create and promote a departmental culture which values outstanding internal and external customer service. Supports change management and continuous improvement initiatives. Represent the needs and opportunities of the Consulting & Technical Intake & Delivery services staff to management. Partner with corporate staff engineering personnel to implement business changes and procedures. Act as a liaison with all other departments to achieve consistency and continuity of process flow.
• Is responsible for essential consulting & technical services intake & delivery functions performed by team in regional/global construct. Has ownership of key metrics for team goals and is responsible to ensure- quality, efficiency, timeliness and customer satisfaction through regular training and coaching of staff. Analyze existing practices and processes; anticipate needs and resources based on corporate goals and marketplace conditions.
• Contribute to the financial profitability of the operation through efficient delivery practices and effective resource allocation

Skill and Experience:

• Degree and 5 to 7 years of experience required to perform essential job functions.
• Additional Experience Qualifier (optional): 5+ years’ experience. Project management experience preferred. Proficient in meeting the standard job competencies on file for the Senior Intake & delivery specialist position.
• Strong organizational, multi-tasking and prioritization skills, ability to manage multiple projects with changing priorities and meet challenging deadlines in a dynamic fast paced environment.
• Ability to lead, coach and motivate staff.
• Able to understand concepts on a high level while understanding the specific relevance to systems and roles.
• Proven skills in communication, presentation, problem solving and decision making.
• Ability to deliver training in the use of proprietary systems, maintains and improve technical skills and knowledge, and be flexible and receptive to change.
• Experience developing, leading and retaining highly qualified, diverse and engaged teams.
• Excellent interpersonal and communication skills and proven ability to work effectively to drive results.
• Focus on delivery of exceptional internal/external client service and working knowledge of the consulting services provided.
• Experience and desire to drive continuous improvement and the further use of technology to drive value added business results.

Must Have Skills:

• Proficiency in usage of MS 365 and ability to learn and understand proprietary business systems and workflow tools.
• Analytical skill to drive improvements on team through data driven insights and use of dashboard reporting tools.

Education and Certifications:

• 4 Year College Degree/Bachelors.

Work location: