Head of Insurance Operations Delivery

Role : Head of Delivery (Insurance Operations) 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