Senior Manager – Digital Operations & Innovation (bpaas/bpo), Insurance Sector

Deloitte Deloitte · Consulting

Senior Manager role focused on Digital Operations & Innovation within the Insurance Sector, involving Business Process Outsourcing (BPO) and Business Process as a Service (BPaaS) platforms. The role requires managing client engagements, delivery teams, and business development efforts, with a focus on implementing and operating strategic technology platforms. While Generative AI is mentioned, the core of the role appears to be in managing operations and technology platforms rather than direct AI/ML development.

What you'd actually do

  1. Manage day to day interactions with executive clients and sponsors, and Deloitte account team leaders.
  2. Manage and deliver client engagements encompassing implementation, operation, and continuous innovation of strategic technology platforms at scale. Responsibilities include, among others: managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures. Managing operational performance including SLAs, efficiency measures, demand planning, and profitability.
  3. Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies including creative deal constructs to include Operate and potentially also Advise and Implement
  4. Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

Skills

Required

  • 10+ years of consulting and/or Customer operate/implementation experience, with a significant focus on the insurance industry
  • 5+ years experience in BPO (Business Process Outsourcing) and/or BPaaS (Business Process as a Service) related to insurance operations
  • 5+ years managing third party advisors
  • 5 + years of leadership experience in defining global resource/coverage mixes and plans, leverage models, productivity models, and in driving approaches for automated solutions such as ticketing and monitoring
  • Bachelor's degree or equivalent professional experience
  • Ability to travel up to 50% on average

Nice to have

  • Master’s degree in computer science, information systems, or other technology-related field or equivalent number of years of experience
  • 5+ years’ experience managing global service delivery from multiple centers
  • 5+ years of experience applying SDLC methodologies (Agile, SCRUM, RUP, other)
  • 3+ years’ experience in an industry vertical (i.e. Financial Services, Life Sciences, Manufacturing, Technology, Retail, Media, etc.)
  • 8+ years’ experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)