Senior Operations Manager for Retirement Insurance

About Us:

Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Basic Qualifications:

• College graduate. MBA would be an added advantage
• Availability of US Visa is desirable
• Willingness to work on night shift
• Must be willing to work onsite

Essential Skills:

• Experience in US Insurance industry space is mandatory
• Candidates with -Retirement product experience, industry certification such as LOMA, FINRA and INS etc will have added advantage
• Strong client management, leadership, people management & communication skills
• Familiarity with project management practices & processes
• Exposure to process modelling techniques is essential
• Six Sigma Green Belt/ Black Belt trained or certified
• Intermediate to advanced skills in word processing, spreadsheet, database and presentation applications
• Excellent written and verbal communication skills
• Has a positive customer-focused outlook
• Strong collaborative skills
• Inspires others to deliver service excellence
• Strong interpersonal skills
• Ability to work well under pressure and to meet tight deadlines
• Accurate attention to detail
• Conscientious approach to work
• Strong decision-making skills
• Excellent planning and organizational skills
• Can emphasize and drive teamwork
• Analytical, reporting and problem-solving capabilities
• Customer service excellence orientation

Scope of Responsibilities:

• Manage a team size of 200 and up with multiple LOB
• Reporting of data and metrics to the General Manager for their respective Business Unit
• Strong management skills, with a proven ability to motivate, lead and develop the team
• Can provide evidence of when and how excellent customer services was delivered
• Works in partnership with internal and external teams to deliver focused customer strategies
• Prepare client status reports and participate in client's reviews
• Point of Contact to the client and manages process escalations from beginning to resolution
• Good understanding of the operational drivers behind what drives great customer experience
• Experienced in change management and can demonstrate improvements on the back of implementation
• Coaching and feedback, responsibility for delivery of the defined complaints management process
• Contribute for the initial hiring and selecting process of team members
• People Management, including all HR related issues, feedback, appraisals as well as staff development
• Motivation and Engagement, leadership of the team and developing future leaders
• Ensure resource optimization
• Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc
• Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
• Strong retention and Employee engagement strategies