Operations Manager- Insurance (Property and Casualty, Non-Life Insurance)

Job Responsibilities:

• Managing a team of ~100 resources & 6-8 team leads supporting Insurance Back office operations.
• Team Management and Leadership
• Responsible for SLA Management, Issue Management and Reporting.
• Maintaining high standards for product or service quality is crucial. Implement quality control measures to ensure zero defects.
• Client Cadence – Daily, Weekly and Monthly
• Client and HCL leadership Governance meetings
• Team Management – coaching, feedback, performance assessment
• Able to work collaboratively across all teams, identifying best practices and process efficiencies.
• Shall be responsible for the overall performance of the Process and the team members.
• Aptitude for preparing process reports on monthly/quarterly/annually basis.
• Experienced working with external and internal auditors
• Assists management with hiring processes and provide regular developmental feedback and guide team members through their career development process.
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
• Effective performance management, shrinkage & attrition management directly proportionate to the health of the business.
• Drive & execute process improvements, automation across the scope of work.
• Accountable for accurate and timely execution of required control checks. Drives compliance with established controls operating guidelines and KPI’s.

Key Competencies

• 14-16 years’ experience in Insurance operations with at least 8-10 years in Insurance (Non-Life) operations.
• Core domain knowledge and expertise in Property and Casualty insurance – auto, property, umbrella, commercial, etc. (US geo preferred)
• Relevant experience in managerial roles in service delivery, people management and process optimization.
• Ensure delivery per customer expectation along with meeting defined SLA and ensure customer delight.
• Hands on experience in managing operations establishing current state, gap analysis and implement improvement plans.
• Understanding overall Disputes lifecycle and implementing overall program plan for service delivery improvement and cost optimization.
• Excellent interpersonal. MS Office and presentation skills.
• Excellent written and oral communication skills in English is a must.
• Willingness to work in Night shifts is a must.