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

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