Operations Manager

Req ID:

• Quality Management
• Oversee and coordinate ticket activities, related to Incident Management, Service Request Management, Knowledge Management, Vulnerability Management, Event Management and Monitoring
• Performs proactive SLA and KPI monitoring to ensure compliance
• Performs continuous reviews for service quality and checks team performance
• Proposes measures for improvement and owns the initiatives until completion
• Process Management
• Ensure Digital Operations processes are aligned with Munich Re Global Standard Processes
• Monitor process and procedures compliance across all products and platform in scope
• Implement and optimise processes and systems to enhance operational performance and productivity
• Identify process gaps, challenges and issues and engage with team to close
• Own the process descriptions and documentation and update as needed
• Performs regular review of the process documentation and manuals
• Team & Availability Management
• Interview and hiring new team members
• Identify gaps in staffing (skills, roles, knowledge, capacity, workload) and works with Service Manager to close them
• Contribute to personal evaluation and regular appraisal of team members, including improvement potential, training needs and career development opportunities - together with Service Manager
• Ensure proper training and onboarding of new team members, technical and process enablement
• Define resource planing, team shift availability (early/morning/late), rotations, on call schedule and holidays and back ups
• Review team knowledge and training and derive requirements for knowledge transfer sessions
• Create knowledge plans and works with SME to deliver trainings
• Service Reporting & Documentation
• Analyse operational data to identify areas for improvement based on key performance indicators (KPIs) and Service Levels
• Contributes to monthly service report and monthly service reviews
• Maintain high level of quality of documents (Wiki, Share Point, etc.) and performs regular checks for actuality
• Continuous Improvement
• Identifies potential improvement opportunities and provide appropriate recommendations
• Tracking, monitoring and follow-up on the execution of improvement plans
  

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