Planning & Opex Management
I. Opex monitoring & variance analysis
II. Work closely with Unit heads and Strategic Planning team to carry out yearly planning exercise including staffing mix & composition, processing models & mix
III. Diligent provisioning and invoicing management
Cost Management Program
I. Identify and quantify key cost drivers in Operations
II. Communicate clear cost picture to each unit head on periodic basis
III. Drive cost optimization initiatives
Business Controls & Corporate Audit Performance
I. Ongoing evaluation of business processes and feedback to units
II. Timely submission of Quarterly Compliance checklist and closure of open audit (internal and external) items
III. Process Controls and adherence regular updates of all process changes to all relevant team / functions.
Overall responsibility towards strategy formulation and implementation of Training across all Operations constituents
I. Drive the Service Excellence Agenda across Operations.
II. Development & deployment of behavioral, technical and process related programs
III. Designing and developing contents and course material for training
IV. Ensure measurement of training effectiveness; publishing MIS, dashboards, training calendar etc.
V. Work closely with the MDP team ensuring maximum coverage of Operations staff in pertinent programs.
VI. Training delivery for various business partners
I. Manage the medical network for all channels effectively
II. Effective management of the internet channel medical requirements.
III. Efficient billing and invoice management for all partners.
IV. Minimal complaints, internal and external on services rendered
Design & deployment of strategic agenda in Operations & Service Delivery & Communication
I. Designing, Developing and Delivering Strategic/Management/ Board level Presentations after liasoning for inputs with various business heads and other representatives from functions like IT, Finance, Marketing, HR etc
II. Ongoing competitive assessment & benchmarking of practices, metrics & processes
III. Managing Internal and customer communication in Operations
Strengthen MIS, analytics & dash boarding
I. Support channel heads & other stakeholders to sharpen data, MIS and
Dashboarding in partnership with the BPMA unit
II. In-depth analytics on all the key areas in Operations
Desired Profile Desired qualifications and experience:
Post Graduate/ CA/ MBA
At least 8- 10 years of related experience
Excellent business writing skills
Knowledge of Financial Services Operations
Knowledge and skills required:
Good Analytical skills
Good Communication Skills (Written & Verbal)
Good service partner management skills
Excellent at co-ordination & Relationship Management skills
Experience in Quality & Project Management will be preferred