Senior Manager? Governance Controls & Excellence

Process improvement

Be independent and drive improvement along with process owners in areas of efficiency cutting across areas of reducing TATs, cost, enhancing customer experience

Process excellence - Re-engineer processes to meet the customer , stakeholders and distributor expectations

Lead and oversee business transformational projects for the organization.

Lead and manage all process initiatives involving the Distributors and Alternate Channels.

Create process design / flows which could be a result of new requirements, process enhancements/ changes, Regulatory guidelines or product launches, any suggestions from any external consultants, etc.

Review of critical operational processes like New Business, Underwriting, Policy Servicing, Complaints, Claims and support functions to identify appropriate controls which ensure alignment to regulatory and internal requirements.

Benchmark and assess all organization vide Operations business process across regulatory and other standardsincluding industry insights

Process Management

Drive and provide guidance to functions in order to conceptualize and implement initiatives to bring in efficiency via standardization of processes and uniform implement best practices

Drive productivity via constant monitoring, process tweaks and constructive challenge

Oversight and monitoring of measures & metrics via targeted dashboards and MIS reports for an efficient review and challenge process

Facilitate the functions in use of technology as a key lever and driver to bring in efficiency, accuracy and maximize productivity

Create an effective engagement model within the COO domain to ensure that the teams do not work in silos and leverage on each others expertise and resources

Understand, evaluate and challenge the need for investments in technology for new initiatives vis a vis costs, benefits, opportunity and maturity of the business and industry with regards to the proposed investment

Leadership & Teamwork

Leadership in driving & instilling a change culture into the organization for cross-functional/departmental initiatives.

Work closely with the leadership team and their direct reports to identify improvement opportunities and ensure timely completion of such activities

Mentor High impact Quality Projects directly impacting KPIs for functions / organization

Assurance to COO

Ensure that there is a framework in place to ensure that the role can provide assurance to the COO on the following parameters

Process efficiency

Performance and productivity

SLA adherence

Key compliance requirements

Key vendor performance

Timely closure of projects