Director – Insurance Operations

Key Responsibilities

Service Quality & Delivery:

• Stakeholder relationship management
• Ongoing operations management and governance (reviews; metrics
• Maps clients’ requirements and coordinates in developing, implementing and transitioning processes in line with the guidelines specified by the client and regional offices.
• Create & implement workflows to facilitate structured support in all areas and issues.
• Decide Service Level Agreement (SLA) and gets the same approved by the client.
• Process re- engineering/ redefine efficiency and effective management.
• Strategic planning- Develops and manage strategic initiatives to include design of corresponding values and strategic vision and adapts to a changing strategic direction and/or changing resource allocation decisions or developments.
• Work /process standardization.
• Monitor, manage & mitigate client service issues & business risks.
• Developing, implementing, and transitioning processes in line with the guidelines specified by the client
• Process re-engineering/ redefining efficiency and effective management

Thought Leadership:

• Creates and communicates a compelling & aligned vision
• Works proactively with Executive Leadership to continuously strengthen Delivery value proposition.
• Leadership/ Colleague Engagement and Development
• Responsible for developing and coaching colleagues (including succession planning).
• Promotes a performance culture and environment where colleagues are encouraged to continuously learn, develop skills, innovate and build their careers.
• Oversees workforce management and manages talent towards stronger operational effectiveness

Financial Management

• Manage business capacity optimally and drive operational scalability. Identify, implement and utilize leading financial and operational performance indicators.
• Manage the budgets and forecasts

Process Transition/ Enhancement/ Transformation

• Monitor the overall functioning of processes, identify improvement areas, and implement adequate measures to maximize customer satisfaction level.
• Map clients’ requirements and coordinates in developing, implementing and transitioning processes in line with the guidelines specified by the client and regional offices.
• Create & implement workflows to facilitate structured support in all areas and issues.
• Decide Service Level Agreement (SLA) and get the same approved by the client.
• Recommend, generate, execute process improvement ideas through system changes.
• Process re- engineering/ redefining efficiency and effective management.

Qualification & Requirements

• Graduation / post-graduation in any stream
• Minimum of 15+ years’ experience in a large professional organization in Insurance domain
• Deep understanding of Healthcare operations and shared services environment, with a focus on volume-based workflow and data management.
• Extensive experience in leading organizational change.
• Excellent communication skills with superior face-to-face presentation skills
• Ability to lead others in a global environment, what includes highest standard of people management skills.
• Ability to convey an operational mindset and approach to a business-focused environment.
• Team player who has experience of building effective relationships at all levels
• Good understanding of data management best practices and process engineering designs for efficient delivery
• Strong negotiation skills.
• Budgeting and finance acumen
• General knowledge on process transition methodology
• Strategic thinking
• Ownership of the employee proposition, working with HR and people managers on location
• Driving on engagement and continuous improvement in partnership with L&D
• Strategy and execution of transition of work to the centre to support growth objectives.
• Managing relationships with senior stakeholders on location and globally in a matrix environment, with oversight of key performance indicators including financials
• Data-driven decision making
• Problem-solving skills – proactive in identifying issues and implementing solutions in a fast-paced environment
• Stakeholder management – building relationships and trust with MMA leadership
• Demonstrate collaboration cross-department/operating company

What makes you stand out?

• Well-developed skills and the demonstrated ability to work in a globally matrixed and significantly multi-geography, multi-cultural offshore service delivery environment
• Exceptional Communication Skills
• Strong Business acumen
• Executive presence that conveys composure and confidence in all situations
• Strong analytical, research and problem-solving skills, attention to details

Benefits

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being