Senior Manager Operations

Overview

Lead the Health & Dental claims operation team in Bangalore, providing people leadership and driving service, quality and productivity for claim adjudication within the Benefits Payment Office.

What you'll do

• Provide strong people leadership for 5 or more Managers and employees to deliver an exceptional customer experience in an inclusive environment
• Ensure strong employee engagement results, performance management, coaching and development of all employees within Benefits Payment Office
• Ensure all operational objectives are achieved including time service, quality, and productivity for claim adjudication
• Drive a continuous improvement culture to implement solutions that create value
• Embed a mindset that empowers employees to make informed and timely decisions that focus on the customer
• Collaborate with other site leaders on forecasting & capacity planning and ensuring appropriate resources are in place to efficiently and effectively deal with claims volume and service objectives to ensure consistent national delivery of service
• Ensure strong training delivery to enhance employee skills and capabilities to deliver against business objectives
• Manage and maintain site operating budget, ensuring prudent financial management of related expenses
• Ensure adherence to compliance protocols and 'satisfactory' audits are achieved

What you'll need

• University degree or the equivalent education or experience in a field related to operations management, business administration, etc.
• 12-15+ years of leadership experience in an operations business within financial services, providing leadership for day-to-day operations with a strong customer centric focus
• Be a culture leader who is focused on building high performing teams, collaboration, empowering employees and creating a psychologically safe work environment
• Passion for coaching & mentoring team members to reach performance expectations and support them in developing their potential
• Strong change leadership skills coupled with the ability to inspire and motivate individuals and teams
• Foster an environment that encourages new approaches, challenges the status quo, and inspires creativity
• Creative thinker with proven analytical and problem-solving skills to identify meaningful solutions
• Good judgment and decisions making skills, along with ability to assess risk and make informed decisions
• Proven ability to develop strong relationships with both internal and external partners / clients
• 8-10+ years managing managers
• Experience managing 80-100+ associates, preferably through a leadership layer
• Demonstrated ownership of SLA, productivity, quality, customer, and financial metrics

Nice to have

• Group Health & Dental claims experience
• Lean/Six Sigma, PMP or equivalent

Details

• Location: Bangalore, Karnataka, India