Job Description

Designation
General Manager- Operations
No. of Positions
1
Experience
11-15 Years
Skill (Primary)
Domain Competencies (BSERV )-Insurance-Operations Management
Qualification
Bachelor's Degree Certificate, B-Tech, Degree Certificate
Expected Date of Closure
01-Jun-2025
Job Family
Delivery & Practice
Employee Group
Business Line FT
Job
Global Delivery Centre Head
(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

• 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