Description

This Service Delivery Head of this Life & Annuities Insurance account will support, manage, and direct the day-to-day operations of all solutions, services, and/or products within the assigned geographic location. The operations within the geographic location may span across one or more of the Insurance focused domains. This Leadership role will work very closely with the respective AVPs and General Manager(s) as well as the Service Delivery Leaders for each of the domains and is accountable to execute and deliver on commitments by influencing and collaborating across the enterprise to create and deliver value for our clients through operational excellence. The position reports directly to the Senior Vice President of Operations.

Operations

• Develops an organization that meets the needs of client service level agreements
• Develop and implement cost controls, accountable for operations budget
• Ensure appropriate accountability for key performance indicators for product portfolio.
• Accountable for day-to-day delivery of 24/7/365 operations in assigned geographic location.
• Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the operations.
• Develop a strong team and team leadership to support the delivery of key operations in the specific location. This role will be the face of EXL healthcare leadership to the staff in the location.
• Partner with multiple stakeholders and leadership to establish strategic visions, operational objectives, and policies/procedures ensuring compliance with regulations, both state and federal.

Talent Management

• Direct the development and implementation of operational work processes and systems including hiring of talent to support EXL healthcare
• Ensure sharing of knowledge and skillsets across service lines and enabling functions to ensure client and company goals are met
• Work with HR to attract top talent by being part of the interview process to articulate EXL's strategic vision and direction and opportunities for career growth in EXL

Business Development

• Lead and oversee new business implementations and procurement activities for solutions, services, and/or products, complex projects, including RFP responses.
• Anticipate market movement and technology trends to feed into operational strategy.
• Participate in building a strategic pricing approach for all products and services.
• Effectively build, collaborate, and manage relationships with internal and external partners.
• Ensure customer focus by communicating and building rapport with clients and ensuring the “voice of the customer” is reflected in programs and business processes.
• Partner with Senior Leaders across the company to achieve goals.
• Engage with supporting areas for product suite: Finance, Marketing, Sales, Operations, Technology, Facilities, Procurement, IT, Compliance/Security, Contracting, and Legal.

Requirements

• Role requires applicant to work in the EXL Office where operations of accountability reside

Qualifications

• Bachelor’s Degree and/or Masters preferred.
• 10-15 + years’ experience in Insurance BPO operations specifically in Life & Annuities vertical
• 10+ years’ experience in people leadership and team development
• Strategic thinker and strong problem-solving skills
• Strong financial acumen

Please refer to job description.