Delivery Manager – Operations

Key Responsibilities

Delivery & Program Management

• Lead end-to-end delivery of strategic Insurance Operations projects from initiation through implementation and post-go-live support.

• Develop and manage project plans, timelines, budgets, resources, and delivery milestones to ensure successful execution.

• Manage cross-functional teams, dependencies, and multiple transformation initiatives while ensuring alignment with business objectives.

• Monitor project performance, resolve delivery challenges, and ensure timely completion within scope, budget, and quality expectations.

Stakeholder & Operations Management

• Build strong relationships with Operations leaders, business stakeholders, technology teams, vendors, and executive management.

• Act as the primary point of contact for project governance, communications, steering committees, and executive reporting.

• Lead transformation initiatives across Insurance Operations including policy administration, underwriting, claims, customer servicing, billing, collections, and back-office functions.

• Partner with business teams to identify improvement opportunities and drive operational efficiency through process enhancements, standardization, and automation.

Digital Transformation & Governance

• Deliver digital transformation initiatives focused on modernizing insurance operations, improving customer experience, and enabling technology-driven solutions.

• Collaborate with business and technology teams to implement digital platforms, workflow automation, and data-driven solutions.

• Establish project governance frameworks, reporting standards, dashboards, and performance metrics to support effective decision-making.

• Ensure adherence to organizational methodologies, compliance requirements, and delivery standards.

Risk, Financial & Quality Management

• Identify and manage project risks, issues, assumptions, and dependencies (RAID), ensuring effective mitigation and timely resolution.

• Oversee project budgets, forecasts, resource planning, financial tracking, and benefits realization.

• Ensure project deliverables meet quality standards, regulatory requirements, and business expectations.

• Drive continuous improvement initiatives, quality reviews, audits, and best practices across project delivery processes.

Required Skills & Experience

Mandatory Skills

• Minimum 10+ years of experience in Project Management or Delivery Management.
• Proven experience delivering enterprise-scale business and technology transformation programs.
• Strong expertise in Delivery Management across complex, cross-functional initiatives.
• Excellent Stakeholder Management with senior business leaders and executive stakeholders.
• Strong experience in Insurance Operations Management, including policy administration, claims, underwriting, customer servicing, or operational transformation.
• Proven experience leading Digital Transformation initiatives.
• Strong expertise in Program Delivery and managing multiple strategic projects.
• Experience implementing and managing Delivery Governance frameworks.
• Solid understanding of Risk Management, including RAID management and issue resolution.
• Strong Financial Management experience, including budgeting, forecasting, cost control, and benefits tracking.
• Experience driving Quality Management and continuous process improvement.