AVP Claims Operations Global Shared Services

Key Responsibilities

Governance

• Governance Framework – Maintaining a strong governance framework including MBRs, QBRs and Townhalls. This is to facilitate performance management, feedback mechanisms and effective communication between LM stakeholders and their offshore teams.
• Performance Management – Ensure robust tracking of progress including performance monitoring of the offshore delivery and building action plans around deficiencies.
• Liaising with internal stakeholders and strategic vendor partner(s) eventually leading to fostering of closer working relationships
• Internal Audit – Ensure correct invoicing, transformation benefits delivered, and operational efficiencies and quality delivered by the vendors in line with the MSA/SOW (contractual agreements)

Talent Management

• Managing Development Program (DP): Design and help run a training engine to cater to different kinds of skillsets spread across P&C domains.
• Staffing and Hiring needs – Help offshore team staff with ongoing requirements and backfill for positions as and when team members leave.
• People and Engagement – Rewards and recognition framework (R&R activities & joint calendar)

Strategy and Transition Management

• Support business identification/opportunities in the global markets related to outsourcing, feasibility analysis and set-up.
• Proactively find bottlenecks in account and delivery management and effectively communicating them to stakeholders. The incumbent would also be expected to lend a hand as and when required to help the offshore team tide over challenges.
• Support offshore transitions and project management. Provide consultancy to offshore/onshore managers to drive successful transitions and offshoring benefits.

Qualification & Requirements

• Master’s in business administration from Top Tier Institute. Higher education in P&C Insurance (i.e., MBA, ACII, CPCU or FIII) is preferred.
• 10+ years of relevant work experience in Insurance Industry (preferably P&C). Experience in end-to-end offshore Insurance Claims Operations life cycle management.
• 5+ years of experience in people, project, transformation, governance and program management
• Strong MS Office Skills – Story Boarding using MS PowerPoint
• Proven experience in working with / managing cross-functional teams.

Ideal candidates should:

• 15+ years of work experience in Insurance Operations, Governance, Transition and BPO management role in the P&C domain, and have SME level knowledge in Insurance claims operation
• Working knowledge of any systems (i.e. Guidewire claim center, Brite core, Applied Epic, 360 site view etc.) to handle claims lifecycle is preferred.
• Understands the modern days claims operations transformation opportunities and best in class practices.
• Higher education in P&C Insurance (i.e., MBA, ACII, or CPCU) is preferred.
• Have considerable experience in working in an offshore-onshore environment, with multiple stakeholders spread across geographies.
• Have organizational and multi-tasking skills with strong stakeholder management (CXO level) & cross-functional influencing skills
• Be able to work independently and in a team environment while balancing creative problem-solving with concrete business needs
• Have a strategic and tactical business judgment and maintain a sense of urgency to execute quickly and efficiently
• Be self-motivated, takes initiative and has the ability to effectively organize, multi-task and prioritize a wide array of initiatives
• Be a creative problem-solver who is naturally curious
• Have aptitude for innovation, high integrity, and ethics
• Be flexible to work across time zones to support global teams as necessary
• Be open to travel across international locations to support business requirements as necessary

Benefits

• Group Mediclaim Insurance cover: Hospitalization expenses shall be covered for Self, Parents (in-laws for female employees only), Spouse and up to 2 dependent children on a family floater basis.
• Group Life Insurance cover: In the unfortunate event of death on account of an accident or natural causes, an employee’s nominee shall be eligible for an insurance cover equivalent to 3 times that of your TEC.
• Group Personal Accident Insurance cover: The policy covers an employee in the event of bodily injury due to an accident. The policy also covers temporary disability and permanent disability due to an accident.
• Flexi-pay components: LVI offers an option to choose from Flexi-pay components. Amounts opted under the Flexi-pay will be a part of your TEC and will be adjusted from your Consolidated allowance.
• Gratuity: Shall be payable in accordance to the Payment of Gratuity Act 1972