Senior Manager Operations

As a Sr Manager, Operations at Canada Life's Global Capabilities Centre in Bengaluru, you will play a crucial role in leading high-performing teams to deliver operational excellence in Health & Dental claims. Your responsibilities will include the following: - **Leadership & People Development:** - Provide strong people leadership for 5+ Managers and their teams, fostering a culture of high performance, collaboration, and psychological safety. - Champion employee engagement, performance management, coaching, and development to build future leaders and support career progression. - Ensure effective hiring, onboarding, and training strategies to enhance team capabilities and deliver against business objectives. - **Operational Excellence:** - Deliver exceptional customer experience by ensuring operational objectives are met, including time service, quality, and productivity for claims adjudication. - Drive a continuous improvement culture, implementing solutions that create value and enhance efficiency. - Embed a mindset that empowers employees to make informed, timely decisions focused on customer outcomes. - Collaborate with site leaders and the Director on forecasting, capacity planning, and resource allocation to meet claims volume and service objectives. - **Strategic Execution & Collaboration:** - Partner with the Director and cross-functional leaders to execute operational strategies and support national service delivery. - Contribute to planning and execution of initiatives, sharing operational insights and supporting transformation projects. - Ensure adherence to compliance protocols and achievement of satisfactory audit results. - **Financial & Resource Management:** - Manage and maintain site operating budget, ensuring prudent financial management and cost control. - Support the Director in identifying and implementing operational improvements to drive efficiency and cost savings. **Qualifications:** - University degree or equivalent experience in operations management, business administration, or related field. - 10+ years of leadership experience in operations within financial services, with a strong customer-centric focus. - Experience in Group Health & Dental claims is an asset. - Proven ability to build high-performing teams, empower employees, and create an inclusive work environment. - Strong change leadership skills, with the ability to inspire and motivate individuals and teams. - Creative thinker with analytical and problem-solving skills to identify and implement meaningful solutions. - Excellent judgement, decision-making, and risk assessment abilities. - Strong relationship-building skills with internal and external partners. - Professional certifications (e.g., Lean Six Sigma, PMP) are an asset. Canada Life is committed to diversity, inclusion, and employee development, offering a collaborative environment where your leadership will help shape the future of operations.,