Head of Operations Transformation

Surgo has partnered with a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. They aim to bridge the gap between digital expectations and real outcomes for International companies with Digital Intelligence. They urgently seek to employ a Head of Operations Transformation to join their team.

**Job purpose**:
As part of the Life and Annuities TPA business, our client use services for execution of End to End delivery of services in the TPA Value chain/ customer journey

The operations of these services are placed in multiple delivery locations including US, India, South Africa and Philippines

These services include both back office and contact center across the customer journey

Expected to have a very thorough understanding of the end to end business model

Be able to connect the dots across the customer journey/value chain and processes across locations and manage the teams, who will be responsible for the geographies

Highly regulated business from regulators, hence regulatory framework understanding will need to be acquired

Good understanding of Front Office Back Office integration / One Office concept and execution

This business model is experiencing significant growth and the role is expected to lead the RFX process from a digital transformation perspective

**Key Responsibilities**:
Understand TPA technology ecosystem and how services get delivered for L&A blocks of business

Accountable for the Transformation Roadmap creation, solutioning and delivery for the Life and Annuities Third Party Administrator (TPA) business

Responsible for Diagnostic to Solution Proposal creation for Digital projects

Generate ideas for building ‘game-changing’ capabilities by scanning the market/competition and internal operations

Consultative mindset, with approach to think of a business challenge creatively and with a future digital solution mindset

Build relationships with key business leaders and sponsors other stakeholders to drive uptake of innovation projects, define project vision, scope, requirements, and deliverables

Successfully collaborate with core and extended teams across the enterprise for deployment of Digital Solutions by internal and client showcasing and articulating the business case and value proposition

Create best in class products by integrating firm’s product footprint and investments - automation, process simulation, re-engineering, domain expertise, analytics etc

Responsible for maintaining the Governance and reporting on projects to Business units, Leadership, clients

Manage client visits for prospects, existing clients with respect to transformation presentations

Provide transformation solutions and roadmaps for new deals / pursuits

Contribution of creation of showcase content, though leadership white papers, collaterals Updates job knowledge by studying state-of-the-art tools, technologies, reading professional publications; maintaining personal networks; participating in professional organizations

**Skills**:
Technical Skills

Strong Life Insurance domain

Understanding of key delivery functions Regulatory and Compliance requirements, claims, policy servicing will be an added advantage

Experience with Life Insurance platforms

Experience with Process Diagnostics and Solutions development

**Good understanding of Digital Solutions**: Analytics, Robotics, Process Improvement/Elimination/Lean Six Sigma background and project management

Excellent working knowledge of MS Office - MS Excel, Power Point, Word Doc, Outlook

Proficient with MS-VISIO for flowcharting/process mapping software

Experience of packaging and showcasing capabilities and solutions

Soft Skills (Desired)

Strong Interpersonal skills and calibration skills

Excellent written and oral Communication

Strong Presentation skills

Clear through process to think through

Multi-tasking and prioritizing ability

Project management skills to drive improvement projects / initiatives

Soft Skills (Minimum)

Strategic focus and strong business acumen

Demonstrates a global mindset

Demonstrates an intellectually agile and analytical approach and thought process

Is a brand ambassador

Conformance to policies / compliances with auditing skills and eye for details

Ability to coach and give feedback on an ongoing basis

Problem solving skills

Ability to resolve conflicts constructively and lead in a continually challenging environment

Accountabilities

Develop value and innovation strategy aligned to key clients’ strategic priorities

Support in strategic priorities for driving value capture

Collaborate with teams to strategize and execute value and innovation

Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program

Support in building best practice compendium on domain led solutions

Support in developing capabilities for business development