Operations Manager

Job Description IBA AM Offshore L7

Employing Entity: Mrald (Mphasis’s dedicated UK Insurance operational services delivery vehicle)

Job Summary –

Team lead will have primary responsibility to deliver the services associated within the scope of agreement

Years of experience needed –

 5-10+ Insurance Broking Experience

Principal Accountabilities:

Technical / Non-Technical Skills:

• Operational Excellence
  
  

 Deliver quality by building a knowledge organisation, leading, and guiding teams to build depth and breadth of technical expertise in Insurance Broker Accounting

 Ensure all required parameters for achievement of Service Levels are complied

 Ensure implementation of quality check in place and maintain quality throughout delivery

 Ensure Maximum productivity and cross utilisation of resources

 Manage Escalations and client interactions as and when required

 Responsible for training and knowledge transfer within the business function

• SLA Management
  
  

 Ensure all required parameters for achievement of Service Levels are complied with

 Provide inputs with to the quality and training teams on various aspects to improve productivity

• Employee Engagement
  
  

 Set standards for people excellence and create strategies for development of people and process knowledge

Relationships

• Subordinates
  
  

 Day to day interaction with team members to review and provide guidance on exceptions

 Weekly interactions with line management to review BAU

• Others
  
  

Within The Company:

 Collaborate with operation managers to identify improvement opportunities and manage escalations

 Participate and proactively contribute to new project related initiatives

 Onboarding new staff (systems, credentials etc)

 Managing attrition

 Separation of staff (Surrender laptops, mobiles, devices, offboarding on systems,)

 Monitoring training

 Managing transport roster

 Team engagement

Outside The Company:

 IB: markets and underwriters, intermediaries like Xchanging.

• Clients and the consumer services
  
  

Person Specifications:

 Education: Essential: Graduate/Post Graduate

 Training: Desirable: Leadership Skills Development

Essential:

 Experience:

 Credit Control & Aged Debt Management

 Cash Allocation

 Payment Requisition

 Rendering Statements

 Account Reconciliation

Desirable:

 PPW & PPC

 Bureau (Xchanging) & Non-Bureau Processing

 Client Money Calculation & Reporting

 Regulatory Compliance: CASS 5 Rules

 KPI Reporting and Monitoring

Knowledge: Essential: fundamentals of operations management, Insurance Broker Accounting Desirable: Premium Processing

Essential:

Skills and Abilities:

 Exceptional communication skills

 Attention to detail

 Analytical and Problem-Solving Skills

 Planning and Organizing

 Resource Management

 Leadership Qualities and Effective Team management team

 Ability to mentor and motivate others

Certifications Needed:

 ACII/CII/ London Market certifications would be an added advantage

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.