Director, Service Delivery, India

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Principal Responsibilities

1. Operations Assurance and Improvement-50%
• Consistently assess the current status in Service Delivery’s operations and identify areas for operations transformation to ensure world class service is provided to our clients.  Initiate projects and activities to address the opportunities that impact over 2,000 professionals.  Examples of the areas include ensuring our internal time tracking system is optimized, providing reports to client that is insightful and can best convey our value, restructuring the client teams to better balance service and people development. 

2.Business Metrics and Reports-20%
• Develop key business metrics and implement changes to current systems and processes so that the metrics can be tracked and reported correctly and timely.  Manage the cascading of the metrics in the organizations (such as in each level’s performance goals) to ensure high performance; manage the communications up, down and across the organization to ensure transparency and facilitate timely and effective decision making.

3.Supply Chain Management-20%
• Apply supply chain management approach to Service Delivery operations in China so that the business needs (demand) and talent pool (supply) is well balanced, monitored and managed.  Set up systems and processes to increase efficiency and effectiveness across all the client teams with over 2,000 professionals in 3 delivery centers in China.  Create 3 to 5 year operations plan for Service Delivery Unit to meet the corporate strategy requirement. 

4.Support Corporate Strategy Development-10%
• Keep current of the insurance industry trend and relevant technology to be the thought leader and contribute to corporate development. 

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