Operations Lead (Insurance or HealthCare Industry)

Operations Lead (Insurance or HealthCare Industry)

Deliver/ Manage KPI’s and metrics in line with the prescribed targets and provide updates on progress to leaders. Analyze performance, identify trends and make recommendations to improve team performance 

Meet with key stakeholders to discuss metric performance and issues 

Operations Management/Operational Effectivenes s 

Drive OPEX principles. Facilitate best practice sharing 

Conduct Reviews/Meetings with the Management across locations 

Proactively support key initiatives that have been delivered to implement change. 

Capacity Management  

Regular capacity review (using FTE calculation) of the team, to ensure equal work distribution and tracking overtime. Manage resources efficiently through peaks and troughs in the business cycle. Develop resource plans and plans for contingencies 

Work with Team leads to ensure accurate forecasting and tracking of resource requirements and effective cost management 

Data Management  

Data collation as required e.g. MI reviews/HR/IT. 

Manage Escalations  

Manage escalations when reached out. Ensure agreed escalation procedures are adhered to by the team. 

Transition & other Projects  

Implement planned work transition projects. 

Ensure team adherence to various compliance mandates. 

Relationship management  

Participate and contribute in meetings with Relationship managers, Stakeholders, customers and BU (Daily/Weekly/Adhoc calls/Monthly/Quarterly). 

Maintain an effective and consistent communication channel with stakeholders, Leaders and teams and take corrective actions as required 

Support the development of further business opportunities through service opportunities 

Engage constructively with stakeholders to maintain effective relationships 

Take an active role in ensuring that the training and development needs of all team members are met by seeking interesting and effective internal and external learning opportunities 

Supervise and manage the direct reports ensuring communication and coordination within and across teams 

Instill a “client/customer” focused mind-set that incorporates a strong sense of pride in providing quality deliverables 

Provide regular and effective performance feedback to team members and provide career planning guidance 

Develop a succession plan for key positions within the function, as well as a talent watch list for key roles that support the defined retention/engagement strategies 

Ensure Cost goals are achieved by the Process 

Limit overtime per target set by effective utilization of resources 

Focusing on Clients 

Working in Teams 

Driving Excellence 

Adapting to Change

Developing Talent 

Managing Stakeholders 

Your application will include the following questions:

How many years' experience do you have as an Operations Lead?

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