Business Delivery Manager – Insurance

Job Description

We are seeking a highly experienced and strategic Business Delivery Manager – Insurance to lead process management and improvement, manage a large team, ensure exceptional customer service, and drive strategic initiatives. You will be responsible for achieving productivity enhancements, overseeing new process migrations, managing client relationships, and fostering a culture of continuous improvement within the insurance domain.

Roles and Responsibilities:

Process Management & Improvement:

• Drive and achieve productivity enhancements across operations.
• Own weekly/monthly management reports, highlighting relevant gaps and concerns.
• Responsible for scoping and identifying new areas of work.
• Oversee the migration and stabilization of new processes.
• Periodically review process and regulatory requirements, ensuring continuous compliance.
• Review FTE (Full-Time Equivalent) requirements, shift plans, and capacity planning.
• Initiate, execute, and facilitate process improvement initiatives/projects.
• Lead organization-wide projects across various locations.
• Integrate domain knowledge and business understanding to create superior solutions for the client.
• Must clear at least one industry certification per year.

People Management:

• Conduct regular meetings with process managers and effectively resolve concerns.
• Conduct skip-level meetings with team members and resolve escalations efficiently.
• Own rewards and recognition schemes for assigned processes/teams, fostering motivation.
• Oversee Learning & Development (L&D) trainings for self and process managers.
• Oversee staff domain certifications, ensuring professional growth.
• Ensure completion of process certifications by all staff (Process managers, Team leads, and associates) within pre-defined timelines.
• Liaise with the recruitment team for recruiting new team members.
• Identify and facilitate movements within the division for Process Managers, supporting career progression.

Customer Service & SLA Delivery:

• Drive on-time, accurate, and quality service delivery within agreed-upon SLAs (Service Level Agreements) for assigned processes.
• Manage client relationships and effectively handle escalations.

Strategic Initiatives:

• Explore opportunities to move processes to the GSC (Global Service Center) satellite office.
• Participate in special projects/organization-wide initiatives, contributing to broader company goals.

Skills and Competencies:

• Must have experience in managing a span of over 50 team members.
• Well-versed with the application of process improvement tools.
• Should have successfully completed at least 1-2 transitions.
• Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects).
• Possess related industry certifications.
• Strong Strategic Thinking capabilities.
• Exceptional People Management skills.
• Demonstrated Transformational Leadership.
• Strong Process Focus.
• Proven Client Management expertise.
• Focus on Innovation.
• Prior work experience in the UK/US P&C (Property & Casualty) Insurance domain.

QUALIFICATIONS:

• Graduated with a Master's degree from a recognized university.