Team Lead Operations

3 months ago

Kuala Lumpur, Malaysia Swiss Re Full time

Team Lead Operations

**About the Role**
- Working manager position, with both leadership and some production responsibilities
- Primarily responsible for delivering accurate, timely service to the UW and business teams, as well as other services that support the processes for assigned geographic areas (South East Asia) and product lines (mainly Property and Casualty) of assigned team
- Ensure team is productive and supports business according to set standards including both internal and external Legal & Compliance guidelines
- Coach and motivate the team to make sure that they fulfil their potential and provide effective support in line with the guidelines
- Maintain and monitor a global learning and development framework for assigned staff in collaboration with Business Services, business unit, and other functional areas as needed
- Project/Audit involvement and leadership with business wide impact

**Decision Making Level/Position latitude**:

- Duties and responsibilities directly impact productivity, process efficiency, timeliness, profitability, and accuracy of the business group unit

**Core Responsibilities**:

- Manage and monitor the workflow, plan workforce management and capacity planning
- Act as key contact for business lines supported with regards to quality of work provided, standards of service, and Service Level Agreements
- Assist the business lines in addressing internal and external customer questions, concerns and complaints
- Responsible for the performance management, performance appraisal and compensation recommendations to Operations Manager
- Functions as Business Expert and liaison on the development and maintenance of Standard Operating Procedures
- Develop and monitor training plans to ensure the progress of individuals on the team. Prepare progress reports and corrective action recommendations for Business Services management
- Lead the Business Services team with systems and tool enhancements, testing and piloting changes to improve and optimize standardized processes: attend Business Team Lead meetings, participating in User Acceptance Testing, training colleagues on new processes and supporting systems used by the business unit
- Contribute to local governance activities such as KPI monitoring, Business continuity planning, management meeting.

**Additional Responsibilities**:
Ensure that assigned tasks
- standard operating procedures. Interact with on-shore/off-shore teams as appropriate
- Manage and report on service delivery metrics related to timeliness, quality, and productivity for the services delivered to the business unit with expected continued improvement against the key performance indicators
- Assist in determining staffing requirements including interviewing, hiring and training for new hires
- Assume responsibility and actively lead and manage special projects, as assigned

**About You**

**Education**:

- Degree or job related experience

**License/certifications**
- Preferable

**Relevant professional experience**
- 8-10 years' relevant commercial insurance experience; previous leadership experience of minimum 3-5 years
- Knowledge and understanding of insurance value chain, systems and processes is required;
- Knowledge of Underwriting Business Services, technical accounting, claims operations would be a plus

**Linguistics**
- Must be fully proficient in the (English) language, reading, written and verbal
- Additional languages of relevant markets are desirable

**Leadership competencies**
- Ability and interest in leading people and processes
- Ability to build a team and to retain talent
- Ability and willingness to transfer knowledge and experience to colleagues
- Ability to identify and implement improvements and simplification in systems and processes
- Proactively seeks solutions to issues
- Takes responsibility for failures
- Adaptable to changes
- Spreads recognition for successful team members
- Readily volunteers to manage projects
- Active contributor and leader during team discussions

**Technical competencies**
- Ability to identify and work on complex problems; participates in developing and evaluating options, and assists in implementing solutions to transform business services
- Strong analytical skills including evaluation, determining recommendations and communicating recommendations to the customer while working within established guidelines and operating procedures
- Demonstrates leadership competencies by evidence of behaviour and customer and team feedback
- Expert knowledge of business group principles and processes. This includes following processes, meeting established timelines and quality standards, attending required meetings, training classes, and demonstrating learning
- Demonstrates success leading a team collaboratively in a matrix environment
- Ability to establish priorities, plan, coordinate and monitor personal work plan maintaining status and oversight of multiple submissions
- Excellent computer skills - Microsoft Off

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