General Manager- Operations

Requisition Number

1552000BR

Job

Global Delivery Centre Head

Experience

11-15 Years

Job Family

Delivery & Practice

No. of Positions

1

Job Description (Posting).

Designation: Head of Delivery

Department: Insurance Business Services (Business Process Outsourcing Division)

Location: Chennai, India

Key relationships: Operations team, Customer, IT delivery Team, Development team, Infra teams

Role Description:

Functional responsibility will cover service delivery both onshore and offshore.

• Initially taking on management of Offshore operational resources in Chennai and Lucknow

• Responsible for improving Turnaround time, Active time, Customer Satisfaction

• Increasing and driving more work offshore

• Implementing RPA and other automation

• Working with IT to deliver customer innovation – eg new “Digital” processes for our clients

• Supporting new sales opportunities to deliver refined and new service offerings for our existing and new clients

Skillsets required

• 15 years + operational management experience

• Track record for delivering end to end process improvements and transformation, including offshoring of complex processes

• First-hand experience of RPA and driving Lean change a strong advantage

• Onshore / offshore operating structure, including responsibility for managing significant teams based outside India (preferably UK or US)

• Complex process background, preferably including Insurance process . Not necessarily in life & pensions sector but familiarity with financial services highly desirable.

• Ability to work in matrix / dotted line structure

• Strong communication and influencing skills – very important because of number of UK-based direct reports

• Personal flexibility and willingness to travel at short notice

• Candidate needs to be credible both to FCA as an Approved Person (hence importance of relevant experience) and to Clients

• Responsible for up to 300 people

• Reporting to the COO

Qualification

Bachelor's Degree Certificate, B-Tech, Degree Certificate

Employee Group

Business Line FT

Entity

BSERV

Expected Date of Closure

01-Jun-2025

Skill (Primary)

Domain Competencies (BSERV )-Insurance-Operations Management