General Manager - Operations - Broking P&C/General Insurance (13-20 yrs)

Mandatory Ask: 13+ Years Overall Work Experience With 6+ Years' Experience In Operations - Broking Insurance / Experience In Process Improvements, Automation & Transitions

Position Summary:

To serve as a member of the leadership group & own responsibility & accountability of two or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage process manager & team leaders.

Process Management & Improvement:

- Drive & achieve productivity enhancements.

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns.

- Responsible for scoping, identifying new areas of work.

- Oversee migration & stabilization of new processes.

- Periodically review process & regulatory requirements and ensure compliance.

- Review FTE requirements, shift plans & capacity planning.

- Initiate, Execute & Facilitate process improvement initiatives/projects.

- Lead Org wide projects across locations.

- Integrate domain knowledge & business understanding to create superior solutions for the client.

- Must clear at least one certification a year.

PEOPLE MANAGEMENT:

- Bachelor's Conduct regular meetings with process managers & resolve concerns.

- Conduct skip level meetings with team members & resolve escalations.

- Own rewards & recognition schemes for assigned processes/teams.

- Oversee L&D trainings for self & process managers.

- Oversee staff domain certifications.

- Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.

- Liaise with recruitment team for recruiting new team members.

- Identify & facilitate movements within the division for Process Managers.

CUSTOMER SERVICE & SLA DELIVERY:

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.

- Manage client relationships and escalations.

STRATEGIC INITIATIVES:

- Explore opportunities to move processes to the satellite office.

- Participate in special projects/organization wide initiatives.

SKILLS & COMPETENCIES:

- Must have experience in managing a span over 100 team members.

- Innovation focus:

- Exposure to automation, RPA

- Must have first-hand process improvement experience (GB/YB/Re-engineering)

- Transition (onsite or remote).

- Analytical skill.

- Independent decision making.

- Stakeholder connect.

- Strategic thinking.

- Excellent communication skill.

- Strong P&C knowledge - preferably in claims advocacy (in US/UK/AU/EU market).

- Industry certification is desired.

- Transformational leadership.

- Self-motivation and 'Go getter' attitude.