Delivery Leader - Insurance – London

Job Description:-

Owns client relationship for the Operations delivery which covers one or more of the Ops offerings. Responsible for client relationship, Profit and Loss management of the account, quality and risk with the services provided to the client, strategic positioning for growth and people management of the account. Interfaces with the Head of BPO Delivery and Global Account Lead. Responsible for shaping and driving value led transformation for the clients.

Key Responsibilities:-

Role includes some or all of the following key responsibilities.

Develop and Grow the Client Relationship:-

• Provide single point of contact for the client account leadership and the client for the Operations contract, generating new opportunities through various client contacts.
• Accountable for client satisfaction, performance delivery and successful external audits.
• Set client expectations in conjunction with the client account leadership and manage the expectations.
• Establish formal routines for delivery account reviews with:
• Head of BPO Operations Delivery.
• Global Account Lead.

Drive Growth:-

• Leverage industry expertise to influence client outsourcing strategies.
• Drive incremental revenue growth through expansion or renewals of outsourcing work.
• Participate in client account planning and forecasting activities.

Key Behaviors and attributes:-

• Build trust-based relationship/client-centric.
• Focus on teaming & collaboration.
• Passion for business development.

Lead and develop the Account Delivery Team:-

• Drive the succession plan and talent management for the Account Delivery Team.
• Lead the Account Delivery Team and support functions.

Manage the operational and financial performance of the Account:-

• Sponsor the client transformation program and activities to meet service measures and cost savings, if applicable.
• Achieve contract controllable income targets using the most appropriate principles, levers and tools.
• Set and manage contract service level agreements, acting as a delivery escalation point around client priorities and issues.
• Manage change orders, service quality, and recovery plans.
• Improve mobilisation and transition costs working with the Transitions team.
• Participate in and comply with the account quality programs, including QA, Client Satisfaction and drive implementation of changes identified.
• Ensure adoption and compliance with Mphasis defined policies.
• Achieve year-on-year efficiencies in conjunction with Business Improvement team.

People Management:-

• Drive the succession plan and talent management for the account team.
• Lead the account and support functions.

Profit and Loss Management:-

• Responsible for overall financial plan for the account and annual Operations account plan.
• Achieve outsourcing sales, revenue and contract income targets using the most appropriate. principles, levers and tools

Strategic Positioning & Growth:-

• Leverage industry expertise to influence client outsourcing strategies.
• Drive incremental revenue growth through expansion or renewals of work.
• Participate in client account planning and forecasting activities.

Key Experience:-

Key experience expected for this role:

Industry Knowledge:-

• In depth knowledge of General Insurance– across Retail, Commercial and Speciality business.
• Good understanding of Underwriting and Claims functions.
• Working experience across multiple insurance organisations.
• ACII/CII certifications would be preferred

Qualifications:-

• 20+ years experience in managing large insurance services operations for UK and NA.
• Experience in running FCA/FSA regulated operations.
• Qualified in Lean/Six Sigma methodologies.