Senior Operations Manager, Process Management & Automation

Senior Operations Manager, Process Management & Automation, Assurant, India

The purpose of this role is to provide managerial oversite for Operations Managers, as well as serve as a subject matter expert on all end-to-end operational processes and technology with a focus on driving continual improvement and automation.  As a senior member of the operations team, this role will drive operational transformation to ensure the business is at the forefront of using modern technology and solutions to drive the best outcomes while ensuring scalability, reliability and reusability.  Role will also serve as the primary back-up to the Head of Operations.     

This position will be Work from Office at our Mumbai, India location.

Saturday will be work from home.

What will be my duties and responsibilities in this job?

• Provide managerial oversite to the Operations Managers in executing day-to-day operational tasks.  
• Responsible for ensuring all Non-Digital and Digital product repairs and customer journeys are completed PAN India within target SLAs.
• Managing both the PAN India service network strategy and day-to-day service network execution to ensure capacity, speed, quality, cost and customer experience objectives are achieved in line Assurant standards and targets.
• Ensure operational KPIs, SLAs, team budgets and contractual client requirements are continually met.
• Serve as the subject matter expert on all end-to-end operations processes and technology.
• Collect operational and system feedback from various sources, such internal team members, service network partners, client business reviews and customer satisfaction surveys.  
• Develop, maintain and communicate a roadmap of desired operational solutions that look to improve in the areas of people, process and technology, while leveraging tools such as cost-benefit analysis to aid in decisions making.
• Deliver clear, concise requirements for requested and prioritized capabilities.
• Drive implementation and testing of new operational processes and solutions with cross functional teams, such as Project Management, IT and Finance. 
• Monitor the effectiveness of newly implemented solutions to achieve optimal results, including but not limited to reduction in manual tasks, reduction in exceptions and increased customer satisfaction. 
• Identify gaps/weaknesses within the operational framework and drive tasks necessary to address these areas. 
• Ensure fallback and business continuity planning is in place for key operational tasks in the event of an unplanned outage or major incident, so that critical areas of operations can continue to operate. 
• With alignment from Country and Regional Operational leaders, partner with the COO organization to identify, test and execute new capabilities, such as Digital Transformation and Artificial Intelligence. 
• Represent operations as they key voice in cross functional meetings to establish IT prioritization. 
• Leveraging operational subject matter expertise, partner with Business Development/Sales to retain and win new business.
• Work with Data Analytics team to define and implement necessary control reports for easier and continual oversight to key operational processes.
• Serve as primary back up to the Head of Operations, as well as other operations managers.
•   Number of Direct Reports and Typical Job Titles: 2 – Direct reports will be Operations Managers
• Total Number of Employees (includes direct reports and all employees in those organizations): Need to manage a team of 30 employees overall.

What are the requirements needed for this position? 

• Bachelor's degree in business or related field.
• Minimum 15+ years people management experience in operations or field service environment requiring target SLAs, KPIs, etc.
• Experience should include leading operational teams in effectively and consistently obtaining key statuses/milestones from the service network to ensure an end-to-end service/event claim remains on track or enables additional intervention, when required.  Examples of key statuses are including but not limited to Awaiting Customer Documentation, Pending Customer Contact, In-Home Appointment Scheduled, In-home Appointment Completed, Estimate Completed, Estimate Approved, Awaiting Parts (with ETA), Repair Completed, Pick-up Scheduled, Pick-Up Completed and Delivery Completed. 
• Competency in process management, improvement and streamlining.
• Strong understanding of technology.
• Progressive, modern leadership experience required.
• Active organization culture and DEI advocate, team and customer first mindset.
• Sound and thorough technical claims knowledge.
• Strong verbal and written communication skills.
• High level organizational skills with the ability to prioritize effectively.
• Applies expert problem-solving skills to the most complex of issues. 
• Recognizes, recommends and creates action-oriented plans for areas needing improvement.
• Commitment to continual process improvement.
• Strong communication and influencing skills.
• Strong understanding of financials, and performance metrics.
• Strong presentation and public-speaking skills. 
• Ability to work in a fast-paced environment meeting tight deadlines while multitasking.
• Travel: Up to 20%.