Job Summary

Purpose of the role 
•    To manage and motivate operations team at offshore and ensure all deliverables are met
•    To provide training / regular updates to the team members on changes to the processes and procedures
•    To coordinate with onshore teams where necessary and act as a point of contact
•    To drive conduct risks and ensure fair customer outcomes
•    To supply appropriate management information as and when required
•    To work to continuously improve performance of the team

Key Responsibilities

Key tasks and responsibilities  
•    To manage operations team handling simple to medium to high Complex activities
•    To be responsible for meeting SLAs and other deliverables
•    To coordinate activities between multiple support groups to ensure adherence to Service Levels & SLA cut-offs
•    Process Management and ensure day-to-day delivery
•    To monitor and report on process compliance and Service Delivery
•    To be able to promptly answer support related emails, phone calls and other electronic communications
•    To Manage a Team of 10-15 members
•    To develop a plan for the team to use to reach its goal
•    To ensure process training is available for those responsible for executing the in-scope activities
•    To listen to team members' feedback
•    To have one-on-one and regular feedback sessions with the employees; ensure proper feedback is provided and appraisal cycle is closed on time for all reporting employees
•    To ensure full deployment of performance management processes like mentoring, coaching, one-to-one sessions, etc.
•    To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development
•    To create plans, and conduct reviews; provide guidance and troubleshooting

Skill Requirements

Education/Qualifications/ 
Training 
Essential
•    Graduate in any stream
•    Certification in Insurance from international institutes like CII, LOMA etc. 
Desirable
•    Green Belt Certification
•    CFA Certification from CII, UK 

Specific Job Skills 
Essential
•    Understanding of Operational Processes and procedures
•    Hands-on experience with MS Office 
•    Knowledge of operating within a workflow management environment
•    Excellent communication – verbal and written
•    Analytical skills
•    Ability to inspire and motivate people to achieve high standards 
•    Resource Planning
•    People development
•    Knowledge of HR policies and procedures 
Desirable
•    Working with Excel based Macros
•    Understanding of Workbench tool and  client systems

Other Requirements

Essential Experience
•    Minimum 4 years of experience in Insurance Operations
•    Minimum 1 year experience as Team Leader managing Insurance Operations
•    Experience in handling transition

Desirable Experience
•    Experience in working at client site