Operational Excellence Lead

About Patra

Patra Corporation is a worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines.

About this job

This role will serve as the internal force pushing the boundaries of what’s possible in operational efficiency, leveraging both traditional and emergency technologies – especially AI – to optimize our transaction lifecycle. Responsibilities include identifying opportunities, challenging existing practices, and implementing sustainable, tech-enabled and non-technology process improvements across operations while partnering with product, technical and operations teams, ultimately driving meaningful changes to existing processes.

Patra Core Competencies:

• Knows the Business
• Leads Others
• Accountable
• Team Player

Core Duties by Competency:

Knows the Business

• Prepare and present performance improvement outcomes to executive leadership
• Develop and implement standardized processes and best practices across teams
• Identify and eliminate inefficiencies throughout the insurance transaction lifecycle throughout all levels of processing teams
• Lead evaluation, implementation, and integration of new technologies (including AI) into our core processes with both internal technology teams as well as potential third-party partners
• Using a thorough and deep commercial & personal insurance transactional knowledge, look for and drive process improvement initiatives that strengthen the overall customer experience while driving efficiency

Leads Others

• Serve as the “challenger” within the business; question assumptions, identify risk areas, and promote a culture of constant improvement

Accountable

• Manage projects end-to-end, holding stakeholders accountable for results
• Own and drive measurable operational efficiency initiatives across the organization with a primary focus within the operations unit

Team Player

• Liaison between technology innovation and frontline operational processing
• Partner with operations, product, and technology teams to embed scalable solutions that strengthen both bottom line and customer relations
• Challenge the status quo

Minimum Requirements

• 10+ years in P&C insurance processing operations experience at various levels, with a focus on process optimization
• Experience driving technology and AI integration & adoption in operational settings
• Experience delivering measurable cost savings or efficiency gains in a timely manner
• Deep knowledge of insurance processing procedures, systems, workflows, and transaction processes across all types of insurance operations including Brokers, MGA’s and Carriers. Exceptional project management skills with a “bulldog-driven for results” mentality
• Experience in stakeholder management: peers, execs, cross-functional teams
• Strong written and verbal communication skills; experience with global teams, preferred
• Experience in or working with other insurance outsourcing firms in driving measurable results
• Lean/Six Sigma, preferred
• India-based candidates must be in a senior level position at which they can drive ownership and communicate with U.S. stakeholders effectively and frequently
• Experience in tech-savvy focused insurance operations in MGAs, carriers, or brokers, preferred
• Experience as a Senior Consultant or Transformation Leader in an insurtech firm, preferred
• Experience as a transformation expert within BPO’s or offshore tech delivery centers, preferred

Work Location

• Open to U.S. or India-based candidates
• India - Based candidates need to be located on-site in Vizag or Coimbatore, working U.S. Hours - CST/EST
• U.S. candidates must have strong cross-functional leadership skills
• India-based candidates must be senior enough to drive ownership and communicate with U.S. stakeholders effectively

Working Conditions

• Work from home in U.S.; must have fast broadband access
• Work from Vizag or Coimbatore on - site, flexible to work U.S. Hours

Work Standards

• Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
• Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned
• Subject to and expected to comply with all applicable Patra Corp policies and procedures

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.