AVP-Insurance Operations (UK/ London Market)

About the Role

• This is an Operating Leader position in the Insurance Vertical (London/UK Markets).

Key Responsibilities

• Drive team performance, ensuring daily service level metrics are met with a high level of accuracy.
• Provide mentorship and development to direct reports.
• Meet defined quality, customer experience, and efficiency requirements.
• Drive transformation projects from operations, including digital asset implementation, standard methodologies' framework, case studies, and benchmarking for process efficiency and effectiveness.
• Effectively engage with customers to understand and address pain points.
• Provide direction and mentorship to the operations team for goal delivery, promote a learning culture, and build a solid team.
• Align to customer goals and deliver on commitments consistently.
• Foresee risks, be proactive and predictive, and develop mitigation plans.
• Build impactful customer relationships, improve Net Promoter Score, maintain existing book of business, and drive revenue growth.
• Leverage Lean Six Sigma framework to drive continuous performance improvement.
• Implement appropriate mechanisms to identify, understand, and escalate performance gaps or breakthroughs.
• Develop and implement improvement plans to close performance gaps.
• Proactively understand Clients’ business needs and propose appropriate solutions.
• Manage engagement staffing levels to deliver client expectations.

Requirements & Tech Stack

• Understanding of the Insurance Industry.
• Excellent knowledge of London Market Underwriting / Claims is a must-have.
• Ability to prioritize and manage effectively across many competing and concurrent tasks.
• Ability to manage multiple geographies and understand cultural nuances.
• Ability to manage through indirect authority and matrixed organization structures.
• Strong negotiation, facilitation, influencing, and consensus-building skills.
• Exceptional verbal and written communication and presentation skills. Must be able to prepare and present independently and confidently to senior leadership within Genpact and the Client organization.
• Ability to work with all levels of the organization.
• Exposure/experience to systematically evaluate business opportunities.
• Ambitious attitude to build on existing capabilities.