Job Description:

• As the Manager of Demand Management pillar, you are responsible for end-to-end process ownership necessary to manage all internal and customer-initiated demand.
• Success will be measured by operational readiness and process adherence, service delivery alignment and capacity management, and overall customer satisfaction.

Core Responsibilities / Functions:

• Serve as single point of contact for all demand requests, whether customer-initiated or internal initiatives, including requirements solicitation and scope definition, ongoing communication, and escalation, as needed.
• Day to day management of resources, target setting and accountability for demand process execution.
• Develop, implement and communicate strategies to address important trends or changes in the business and communicate to key, strategic position holders across locations and functions
• Implement and drive improvements to the demand-to-delivery process.
• Work with finance and account management to establish pipeline and “demand to pay” process.
• Establish key metrics and reporting dashboards, internally and customer-facing.
• Ensure work is authorized and aligned with necessary commercial agreements, where necessary.
• Facilitate weekly demand portfolio meetings.
• Anticipate internal needs and challenges, proactively managing expectations and communication of risks.
• Support Account Management, Project Management Office, Service Owners, and other key stakeholders throughout the demand lifecycle.
• Adhere and manage against SLAs and other delivery targets.
• Build and maintain trusted relationships, influencing action and decisions.
• Manage and prioritize all opportunities to enhance operational efficiencies and process improvements.
• Seamlessly interface with individuals at all levels of the organization, having frequent interaction with executive leadership and other key leaders.
• Support PMO’s response to internal audits related to controls, governance, and integration points. Follow through on corrective actions for control exceptions when they are identified. 

Qualifications:

• Great customer service and client delivery.  
• Understanding of the insurance business in order to better coordinate and direct the Business Analysts and Project managers while engaging with customers during the demand phase
• Experience in consulting organization, working with global colleagues and adopting standardized practices to local requirements
• Previous experience leading a team, and especially working and directing international teams
• Ability to quickly determine status quo, business requirements, targets and course of action, by breaking down complex subjects into manageable pieces and collaborating with other teams to facilitate successful delivery.
• Excellent written and verbal communication skills, with the ability to express ideas and messages clearly.
• Knowledge of financial tracking and planning
• Persuasive, disciplined, and independent-thinker with proven ability to establish credibility.
• Organizational planning and project management skills.
• Excellent writing and oral communication skills.
• Process-centric with ability to identify opportunities for continuous improvement.
• Ability to work effectively with project teams/leaders across all functional areas and levels
• Ability to see the "big picture" without losing attention to detail
• Advanced proficiency in Microsoft Office products, particularly Microsoft Excel and PowerPoint
• Strong attention to detail and willingness to "roll up sleeves”