Job Description

Role description Template A Position Overview Position Title Sr. Manager - Operations Department Service Projects Team Level / Band Sr. Manager Role Summary: The roleholder will primarily be responsible to drive projects that impact service delivery through Contact centre, Branches & distribution branches. The key results to drive include improving Customer Experience, Persistency and Service to Sales. The focus will be on transforming service delivery using CRM and associated systems. This is a replacement role. .Responsible for Project Management for all operations teams impacting service and leading the projects and ensuring efficient management and timely delivery. .Laison with stakeholders within Operations unit, BSG and IT for timely project delivery after understanding the requirements of the business users. .Identify opportunities within business processes for simplification and pursue implementation of the solutions .Drive process efficiencies through automations and alignment of processes with market best practices B Organizational Relationships Reports to Direct Asst. Vice President Matrix Supervises Full Time / Support Staff C Job Dimensions Geographic Area Covered PAN India Stakeholders Internal Ops (Different verticals such as Contact Centre, Branch, New business teams, Policy servicing teams, Digital teams) BSG IT Finance External Partners Vendors D Key Result Areas Project Management Creation of project business case, definition of scope and assisting in Cost-benefit analysis. Effective project management - Coordinate with various stakeholders and ensure timely delivery and within budget Prioritizing changes received from stakeholders and driving requirements from analysis through production with minimal support. Perform risk management to minimize project risks Lead the requirement gathering process and ensure correct solution/requirements are well documented Co-ordination with Business Users from various functions for ensuring acceptance of the delivered solution. Ensure UAT\'s are conducted with correct and comprehensive scopes are tested to ensure error free project delivery in production. Analyze the project dependencies and track project to closure in coordination with Business Unit, vendor, Internal IT and testing team. Tracking of project benefits and taking corrective action if required by way of implementing process or system changes. Drive Project adoption Monitor Key Business metrics and continuously work to improve the same. Continuously look out for newer technologies /methods to improve on the process and key business metrics. CRM Build new age service processes by leveraging CRM systems and other satellite systems Contribute to meet the future vision of Service delivery Benchmarking Bring external best-in-class processes/services to influence internally from time to time Other Projects Projects related to regulatory changes, audit findings that impact systems in the service landscape Help create an approach and strategy Timely implementation E Skills Required Technical High strategic orientation to create delivery capability in line with our vision. Good program project management skills. Experience of working with Line teams would be very useful. Analytical and problem solving capability should be there. Experience in working on CRM systems would be helpful (CRM Next, MS Dynamics) Behavioral (Refer Appendix for details) Level 1 (rarely / not required) Level 2 (required frequently) Level 3 (essential for position) Technical skills - CRM system Communication skills Creative thinking skills Project management skills Teamwork Skills Influencing skills Relationship Building skills Decision making skills Incumbent Characteristics Essential Desired Qualification Graduation Post Graduation Experience 10 to 12 years of experience in the field of Life Insurance/BFSI Domain (Bank, Health Insurance, General Insurance) 5 to 7 years of experience in delivering large projects. Has worked on CRM for atleast 5 years extensively 7-10 years of experience in the field of Life Insurance/BFSI Domain (Bank, Health Insurance, General Insurance) 5 to 6 years of experience in delivering large projects. Worked on system projects like CRM, Core admin or related systems would be required

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