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.

• Initial to End to end to process management onshore/ 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
• In time, taking on management of Onshore Operational resources

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
• Willing to spend 6 months+ in the UK initially