Senior Group Manager - Ops - REF112907X_2026287641 - Insurance

Role:

Lead end-to-end operations for one or more client accounts, ensuring delivery against SLAs, quality, productivity, financial targets, and transformation initiatives while developing future leaders.

Key Responsibilities

1. Operations Leadership

• Own delivery for multiple processes or business units.
• Drive SLA, KPI, Quality, Productivity, AHT, and Customer Satisfaction performance.
• Lead governance reviews and performance reporting.
• Ensure compliance with client and regulatory requirements.

2. Client & Stakeholder Management

• Act as the senior point of contact for client leadership.

-Conduct weekly, monthly, and quarterly business reviews.

• Manage escalations and build long-term client relationships.
• Identify opportunities for account growth and expansion.

3. People Leadership

• Lead Operations Managers and Group Managers.
• Manage teams of approximately 300–800+ FTEs, depending on the account.
• Drive succession planning, employee engagement, and leadership development.
• Conduct performance reviews and coaching for direct reports.

4. Business & Financial Management

• Own operational budgets and profitability.
• Improve margins through automation and process optimization.
• Forecast staffing requirements and manage capacity planning.
• Monitor attrition, hiring, and utilization.

5. Continuous Improvement

• Lead Lean Six Sigma and transformation initiatives.
• Drive automation and digital solutions.
• Implement Root Cause Analysis (RCA) and corrective actions.
• Promote innovation across operations.

Key

Skills

• Client Relationship Management
• Operations Excellence
• P&L Management
• Stakeholder Management
• Workforce Planning
• Data Analytics (Excel, Power BI)
• Process Improvement
• Risk & Compliance
• Executive Communication
• Change Management

Typical KPIs Owned

• Service Level (SLA)
• Quality Score
• Customer Satisfaction (CSAT/NPS)
• Productivity
• Attrition
• Absenteeism
• Revenue & Margin
• Employee Engagement
• Graduate