Service Delivery Ops Associate Manager

Skill required: Retirement Solutions - Claims Case Mgmt - Claims Processing
Designation: Service Delivery Ops Associate Manager
Qualifications:Any Graduation
Years of Experience:10 to 14 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? Tower: UK Life and Pensions Level : Management CL8 Requirement • Over 12 years of experience in the Life, Pensions and Investment domain, with a strong focus on Claims processing, within the UK market. Candidates with equivalent experience in U.S. retirement services will also be considered. • Proven track record of over 5 years managing policy administration processes, leading teams of 35–50 professionals, and ensuring operational excellence. • Skilled in overseeing remote transitions and experienced in end-to-end process performance reporting, including metrics such as SLA adherence, Turnaround Time (TAT), Quality, Average Handling Time (AHT), NIGO (Not in Good Order), and Root Cause Analysis (RCA). • Strong people leadership capabilities, with a demonstrated ability to guide teams through high-pressure situations while fostering collaboration, engagement, and continuous development. • Adept at identifying and executing process improvement initiatives, enhancing operational efficiency, optimizing reporting frameworks, and strengthening control mechanisms across functions.
What are we looking for? Skillset: • Bachelor s degree in business administration, operations management, or a related field • 12+ years of experience in Life and Pensions Services, with a proven track record of successfully managing and leading teams • Previous experience in managing a team of professionals. • Strong leadership skills, with the ability to motivate and inspire team members. • Excellent communication skills, both written and verbal, with the ability to effectively present complex information to a range of audiences • Strong analytical and problem-solving skills, with the ability to identify and resolve operational issues. • Knowledge of operational best practices, including quality control, performance management, and process improvement • Proficient in the use of relevant software, including Microsoft Office, project management tools, and other relevant applications. • Strong organizational skills, with the ability to manage multiple projects and priorities simultaneously. • Ability to work independently and as part of a team, with a strong commitment to collaboration and teamwork. Skilled in overseeing remote transitions and experienced in end-to-end process performance reporting, including metrics such as SLA adherence, Turnaround Time (TAT), Quality, Average Handling Time (AHT), NIGO (Not in Good Order), and Root Cause Analysis (RCA).
Roles and Responsibilities: •Role and Responsibilities: • Lead Claims Operations: Manage a team of Claims specialists/ analyst to ensure the consistent delivery of high-quality, efficient claims management services aligned with client expectations and regulatory standards. • Client Acquisition & Retention Strategy: Develop and execute strategic plans to attract new clients and retain existing ones by offering exceptional service value and tailored solutions. • Client Relationship Management: Build and nurture strong, long-term client relationships to drive satisfaction, improve retention rates, and support business growth initiatives. • Performance Oversight & Continuous Improvement: Conduct regular team meetings to review KPIs, analyze performance trends, share best practices, and implement targeted action plans to drive continuous improvement. • Team Development & Mentoring: Provide hands-on coaching, training, and mentoring to team leads, fostering leadership development, domain expertise, and a high-performance culture. • Cross-Functional Collaboration: Work closely with internal departments—including operations, compliance, IT, and HR—to align efforts and ensure the successful delivery of business objectives. • Domain & Industry Expertise: Maintain a deep and current understanding of the Life and Pensions industry, including the end-to-end insurance policy lifecycle, regulatory changes, technological advancements, and emerging market trends. • Compliance & Risk Management: Conduct regular audits and reviews of client accounts to ensure full compliance with internal governance protocols and external regulatory requirements. • Executive Reporting: Prepare and deliver detailed reports and presentations for senior leadership, covering operational performance, client satisfaction metrics, risk insights, and business outcomes.