Job role: Business Delivery Manager

Location: Pune

Salary: Upto 30 LPA

Experience: 15-21 years, 9+ years in People Management

Greetings from Spes,

We are a leading recruitment consultancy dedicated to connecting talented individuals with exceptional job opportunities. With our extensive experience and industry expertise of 13 years, we strive to deliver tailored recruitment solutions that meet the unique needs of both candidates and employers.

Key responsibilities:

1. Process Management & Improvement

• Drive & achieve productivity enhancements.
• Own weekly/monthly management reports & highlight relevant gaps &/or concerns.
• Responsible for scoping, identifying new areas of work.
• Oversee migration & stabilization of new processes.
• Periodically review process & regulatory requirements and ensure compliance.
• Review FTE requirements, shift plans & capacity planning.
• Initiate, Execute & Facilitate process improvement initiatives/projects.
• Lead Org wide projects across locations.
• Integrate domain knowledge & business understanding to create superior solutions for the client.
• Must clear at least one certification a year.

2. People Management

• Conduct regular meetings with process managers & resolve concerns.
• Conduct skip level meetings with team members & resolve escalations.
• Own rewards & recognition schemes for assigned processes/teams.
• Oversee L&D trainings for self & process managers.
• Oversee staff domain certifications.
• Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.
• Liaise with recruitment team for recruiting new team members.
• Identify & facilitate movements within the division for Process Managers.

3. Customer Service & SLA Delivery

• Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.
• Manage client relationships and escalations.

4. Strategic Initiatives

• Explore opportunities to move processes to the GSC satellite office.
• Participate in special projects/organization wide initiatives.

Skills and Competencies:

• Must have experience in managing a span over 50 team members.
• Well versed with the application of process improvement tools.
• Should have done at least 1-2 transitions.
• Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects).
• Related industry certifications.
• Strategic Thinking.
• People Management.
• Transformational Leadership.
• Process Focus.
• Client Management.
• Innovation Focus.

Qualifications:

Graduated with a Master’s degree from a recognized university.

Experience:

• Minimum 10 years of experience in the ITES sector.
• Minimum 4 to 5 years of experience in a managerial role.
• Relevant F&A experience for F&A processes only.
• Prior work experience in UK/US P&C Insurance domain.