Connecting Talent with Opportunity

Job Detail

Senior Manager-Operations, Mumbai

Salary Upto 32 Lacs

  • Mumbai
  • 02 Jun 2018


JobRef 02/06/2018


To implement JLTI strategy within his/her area of operation.

To ensure a value-added experience to alloperating companies (customer) by partnering with and influencing them on business and day to day operational issues and expectations.


Job Dimensions

Knowledge and Expertise

Competent in insurance domain with good understanding of respective entities


Job Complexity


Varied and Diverse


Client Relationships


Communication Skills


People Management and Strategic Impact


Financial Impact


Indirect accountability to functional budget or costs. Supports in cost management through achievement of functional goals, process improvements, unit time revisions and improved work-split


Geographical Impact


Sub Function, All Business Unit, Region / multiple countries



Principle Accountabilities

1.   Delivering to the Customer / Client

To know the purpose of existence of the team and to be able to deliver to the client on time, to the right quality and keep every promise that is made.     To be able to honor the commitments made to internal stakeholders at all times.  

2.   Operational Excellence

  • Building value by creating process efficiencies through upstream & downstream impact in business
  • Deliver quality by building a knowledge organization and encouraging, leading and guiding teams to build depth and breadth of technical expertise
  • Alignment with Operating company’s operating model to create logical business operations that deliver excellent customer services

3.   Stakeholder Management

Stakeholders / operating companies: deliver value in every sphere of interaction with the stakeholders. The incumbent will be responsible for driving effective client relationship by influencing decision makers on business and operational escalations (including repeat issues). Will be required to provide stakeholders with a value add experience by partnering on operational decisions. Initiate and influence expectation setting discussion with operating companies.

4.   Strategic Thinking

To contribute to plan and lead implementation of annual operating plans for the relevant business unit’s

5.   Risk Management & compliance

Enforces a regular risk review to create significant R&C profiling (risk register) and resilience in operations.
Eg. Review cross skilling plans to mitigate operational risks related to key person dependence.

Review the first line of defence within operations and Ensure operations is audit ready and there are no findings identified during both internal/external audits

Review and sign off FMEAs and work towards reducing the RPN scores


6.   SLAs Management

Manage SLAs through effective exception management (SLA / SOP exception)

Work with TMs/OMs to increase client focus SLAS and work towards creating TOM to provide effective service to end clients

7.   Opportunity identification

Seeking opportunities for development of high potential managers

Working to increase the work split position between India and operating company

8.   Employee Engagement

Set standards for people excellence and create strategies for development of people and process knowledge



Operating Environment

JLT India is a wholly owned subsidiary of Jardine Lloyd Thompson group (JLT). The JLT group has two main lines of business Employee Benefits and Insurance Broking and has its presence through owned companies in over 36 countries and through a network its presence is in over 100 countries.


JLTI operations team has been set up as a captive off shore unit to deliver cost and quality efficient services to various operating companies of the group across the globe.


The operations team primarily services two service lines namely, Employee Benefits and Insurance Broking, each having an independent Head. The sub functions under such teams are then managed by Senior Managers.

Framework & Boundaries

·      Master Service Agreement and SLAs signed off with operating companies

·      Relevant regulatory authorities like FCA / FSR, the Pensions Trust, DWP, etc.


Get in Touch

  • 101 & 101 A, 1st floor, D-Mall, Netaji Subhash Place, Pitampura, Delhi-34
  • 011- 41036660, 47075709