Job Description
The BPO Service Delivery Manager will be responsible for the strategic relationship management and leading projects that drive transformation and innovation with our BPO’s. This role requires a strategic thinker with a proven track record in delivering operational improvements via third parties and with a strong emphasis on digital transformation.
- Develop and maintain strong relationships with our BPO partner and internal key stakeholders.
- Responsible for the management and successful completion of transition plans, ensuring services are transitioned on time with no drop in business service levels.
- Act as the primary point of contact for both internal and external key stakeholders in respect of the transition and transformation programmes, ensuring the effective resolution of issues/concerns.
- Collaborate with internal business stakeholders and the Group Change team to drive process improvements and identify key areas for digital transformation.
- Oversee BPO digital transformation projects from conception to completion, ensuring they are delivered on time and to budget
- Foster a culture of innovation and continuous improvement between the BPO partner and Canopius
- Develop and manage project roadmaps, budgets, vendor relations and communication plans.
- Coordinate with multiple teams to align BPO digital offering with Canopius' transformation initiatives and regional/Group business strategies.
- Provide regular updates to senior management on the performance of the BPO relationship, digital process improvements and transformation efforts
Skills:
- Experience: Extensive experience in digital project management, preferably in the London Market insurance sector.
- Skills: Strong leadership, strategic planning, and problem-solving skills. Excellent communication and stakeholder management abilities.
Personal Attributes:
- Agile and adaptable to changing environments.
- Innovative thinker with a focus on quality improvement.
- Commitment to enhancing service delivery through digital means.
Additional Requirements:
- Will involve collaboration with IT/Data delivery teams, the change team and third party BPO partner.
- Occasional travel to various locations for project coordination and implementation.
