Senior Manager Operations

Empower Global Business Services India Private Limited; Bengaluru; Hybrid; INR 6,000,000 - 9,000,000; Full time

Job summary

Empower Global Business Services India Private Limited in Bengaluru is seeking an experienced Operations leader to drive health and dental claims operations with a focus on customer experience, engagement, and performance across a large team.

The role emphasizes coaching, change leadership, and process improvement in a dynamic financial services environment.

Qualifications

• Bachelor's degree or equivalent in operations, business administration or a related field.
• 12-15+ years of leadership experience in an operations business within financial services.
• Group Health & Dental claims experience would be an asset.
• Ability to build high-performing teams and foster psychological safety.
• Proven coaching, mentoring and performance development skills.

Responsibilities

• Provide strong people leadership for 5+ managers and employees to deliver superior customer experience.
• Drive engagement, performance management and development across Benefits Payment Office.
• Ensure objectives for time service, quality and productivity for claim adjudication are met.
• Lead continuous improvement efforts to deliver value and efficiency.
• Embed a customer-first mindset and empower timely decision-making.
• Manage forecasting, capacity planning and budgeting; ensure adequate resources and adherence to SLAs.

Skills

Leadership

Operations management

Customer focus

Coaching & mentoring

Change leadership

Analytical thinking

Stakeholder management

Education

Bachelor's degree in related field

MBA or equivalent preferred

Tools

Lean Six Sigma

PMP

Job description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them. Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

What you will do:

• In partnership with the Senior Operations Manager, provide strong people leadership for 5 or more Managers and employees to deliver an exceptional customer experience in an inclusive environment, leading our Health & Dental claims operation team in Bangalore
• Ensure strong employee engagement results, performance management, coaching and development of all employees within Benefits Payment Office
• Ensure all operational objectives are achieved including time service, quality, and productivity for claim adjudication
• Drive a continuous improvement culture to implement solutions that create value
• Embed a mindset that empowers employees to make informed and timely decisions that focus on the customer
• Collaborate with other site leaders on forecasting & capacity planning and ensuring appropriate resources are in place to efficiently and effectively deal with claims volume and service objectives to ensure consistent national delivery of service
• Ensure strong training delivery to enhance employee skills and capabilities to deliver against business objectives
• Manage and maintain site operating budget - ensuring prudent financial management of related expenses.
• Ensure adherence to compliance protocols & 'satisfactory' audits are achieved

What you will bring:

• University degree or the equivalent education or experience in a field related to operations management, business administration, etc.
• 12-15+ Years of leadership experience in an operations business within financial services - providing leadership for day-to-day operations with a strong customer centric focus
• Group Health & Dental claims experience would be considered an asset
• Be a culture leader who is focused on building high performing teams, collaboration, empowering employees and creating a psychologically safe work environment
• Passion for coaching & mentoring team members to reach performance expectations and support them in developing their potential
• Strong change leadership skills coupled with the ability to inspire and motivate individuals and teams
• Foster an environment that encourages new approaches, challenges the status quo, and inspires creativity
• Creative thinker with proven analytical and problem-solving skills to identify meaningful solutions
• Good judgment and decisions making skills - along with ability to assess risk and make informed decisions
• Proven ability to develop strong relationships with both internal and external partners / clients
• 8-10+ Years managing managers
• Experience Managing 80-100+ associates, preferably through a leadership layer
• Demonstrated ownership of SLA, productivity, quality, Customer, and financial metrics
• Lean/Six sigma, PMP or equivalent would be an advantage

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason, as per terms and conditions of your employment contract.

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

Remote and Hybrid Positions For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment will be provided. You may be required to work in the office if you do not have an adequate homework environment and the required internet connection.

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