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 explicit 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.

📌 Business Delivery Manager – Insurance (Pune)
🏢 Spes Manning
📍 Pune