SDM-IOA Delivery

12-14 Years

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Early Applicant

Job Description

Responsibilities

Manage and optimize delivery processes to ensure seamless operations and high-quality outcomes.
Monitor daily workflow allocation, queue management, operational dashboards, WFM inputs.
Ensure compliance with licensing restrictions, process controls, QA, audit standards.
Conduct RCA for quality issues and drive continuous improvement initiatives.
Provide performance coaching, conduct monthly reviews, and manage skill upgrades.
Coordinate with PMO, WFM, Training, QA, and Tech teams during transition and steady state..

Required Skills / Experience

Possess strong analytical skills to evaluate delivery performance and drive improvements.
Exhibit excellent communication skills to facilitate collaboration and stakeholder engagement.
12+years overall, with at least 4-5 years leading insurance broking teams.
Strong crossline expertise in Personal Lines, Commercial Lines, Employee Benefits.
Ability to manage multilocation or hybrid ODC models.
Familiarity with transition metrics, capacity models, and SLA frameworks
Display commitment to continuous learning and professional development in delivery management.
Maintain a proactive approach to problem-solving and innovation in delivery processes.