Job Summary

HCL Technologies (IBS) Head of UK Operations
Department: Insurance Business Services (Business Process Outsourcing Division)
Key relationships: Operations team, Customer, IT delivery Team, R&C, Change, Development team, Infra teams, L&D

Key Responsibilities

Key Deliverables:
•Client Engagement and Relationship:
•Direct client strategic planning engagements and attain positive reviews from clients
•Identify, execute and convert client business opportunities
•Maintain and develop key client relationships
•Perform project based on client requirements and gain client confidence
•Conduct negotiations in mutual best interest of clients.
•Delivery Management:
•Responsible direct line of sight to the end-to-end delivery requirements for the client – includes
 delivery of onshore and offshore operations
•Own the onshore operations for their respective client area viz. contact centre, client finance area, actuarial and 
•IQA etc.
•People Management for onshore and indirect management for offshore e.g. morale, motivations, incentives etc.
•Lead and motivate the development and delivery of the IBS modernization of the Product and Technology estate.
•Revenue and Profit Management:
•Monitor and manage account profitability above margin targets. 
•Plan and implement the cost optimization program to deliver on the cost agenda
•Develop and attain accurate quarterly and annual revenue forecasts for every account
•Present weekly/monthly/quarterly/annual performance report.

Skill Requirements

Skillsets required:
•15 years + Operations experience / Head of Operations
•Complex process background, preferably including Insurance process .  Not necessarily in life & pensions sector but familiarity with financial services highly desirable
•Strong communication and influencing skills
•Personal flexibility and willingness to travel at short notice
•Responsible for up to 200 - 300 people

Other Requirements

•Reporting to the COO