Operations/ Group Manager - Insurance| Pune

Job Title: Service Delivery Manager Department: Insurance Location: Pune Min exp 13 to 16 Must Insurance for UK or US exp, Should be a manager for min 3 years Should have managed AM/DM and a span on max 80 FTEs Skills - Ops Manager with prior experience of Insurance US shifts. Looking for Ops managers or Group managers Salary: Max 23 LPA (inclusive of 10% variable) Position Summary To serve as a member of the management of GSC & own responsibility & accountability of one or more assigned processes oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates Primary Responsibilities Process Management & Improvement 1) Drive & achieve productivity enhancements 2) Own weekly/monthly management reports & highlight relevant gaps &/or concerns 3) Oversee migration & stabilization of new processes 4) Periodically review process & regulatory requirements & ensure compliance 5) Review FTE requirements, shift plans & capacity planning 6) Initiate, Execute & Facilitate process improvement initiatives/projects 7) Integrate domain knowledge & business understanding to create superior solutions for the client 8) Must clear at least one certification a year People Management 1) Conduct regular meetings with team leaders & resolve concerns 2) Conduct skip level meetings with team members & resolve escalations 3) Own rewards & recognition schemes for assigned processes/teams 4) Oversee L&D trainings for self & team leaders 5) Oversee staff domain certifications 6) Ensure completion of process certifications by all staff (Team leads & associate ) within pre defined timelines 7) Liaise with recruitment team for recruiting new team members 8) Identify & facilitate movements within the division for team leads Customer Service & SLA Delivery 1) Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes 2) Manage client relationships and escalations 3) Strategic Initiatives 4) Explore opportunities to move processes to the GSC satellite office 5) Participate in special projects/organization wide initiatives Skills and Competencies 1) Strategic Thinking 2) People Management 3) Transformational Leadership 4) Process Focus 5) Client Management 6) Innovation Focus 7) Ability to learn & drive change 8) Impact & Influence Minimum Qualifications Education Major: Post graduation in any discipline Degree: Bachelor Licenses/Certificates: Related industry certifications preferred Work Experience: 1) Minimum six years of experience in the ITES sector 2) Minimum 3 years of experience in a managerial role 3) Must have experience in managing a span over 80 4) Graduate from a recognized university & relevant 5) Relevant healthcare experience. 6) Prior work experience in UK Insurance domain 7) Onsite transition experience