AUM - Operations Manager

Job Title- Business Service Support

ARL- 6

Solution Line- Commercial Risk

Position type- Full Time

Work Location- Bangalore, Whitefield

Working style- Hybrid

Cab Facility- Yes

Shift Time -12.30 p.m. to 9.30 p.m.

People Manager role: No

Required education and certifications critical for the role-

Graduation or Post Graduation

Required years of experience -

10+ years of meaningful experience in AUM

AUM Operations Manager (Technology & Change)

About the Role

Aon Underwriting Managers (AUM) is seeking an expert and proactive Operations Manager (Technology & Change) to own the operational adoption, governance and continuous improvement of our core underwriting and policy administration systems and processes.

This role will act as the operational authority (SME) for AUM's technology landscape, ensuring systems, processes and offshore operations are aligned, controlled and operating at their full capability. The successful candidate will play a key role in delivering business change, supporting underwriting teams with new technology, maintaining operational reporting and driving continuous improvement across the operation.

You will work closely with Underwriters, Operations, Technology, Project Teams and Aon India colleagues to ensure changes are implemented effectively, operational processes remain robust and users receive the support they need.

Key Responsibilities

Technology & Operational SME

• Function as the operational SME for AUM's fundamental underwriting and operational platforms, including:
• Xuber
• DPX or equivalent experience
• Swift
• Manual processing workflows
• Maintain detailed knowledge of operational processes, system functionality and system dependencies.
• Find opportunities to improve system utilisation, operational efficiency and process effectiveness - including automation

Change Delivery & Process Implementation

• Partner with project and technology teams to support the implementation of new systems, enhancements and business change initiatives.
• Assess operational impacts of proposed changes and define required process updates.
• Create and maintain operational process maps, procedures and supporting documentation.
• Ensure operational readiness activities are completed prior to deployment.

Training & Communication

• Develop and deliver training materials, user guidance and communications for operational and underwriting teams.
• Serve as the primary liaison for Aon India processing teams, ensuring platform processes are understood and completed in line with intended operating models.
• Drive continuous collaboration to improve platform capability and adoption across all user groups.

Operational Reporting & Controls

• Own and coordinate the operational reporting, dashboards, and management information related to these platforms.
• Ensure reporting supports effective reconciliation, control monitoring and performance management.
• Analyse operational data to identify trends, risks, control weaknesses and improvement opportunities.
• Support governance and oversight activities through accurate and timely reporting.

Team member Support

• Serve as a key support contact for Underwriters and Operations colleagues regarding:
• Technology issues
• System enhancements
• System Process queries
• Change requests
• System Offshore processing queries
• Coordinate issue resolution across Operations, Technology and third-party support teams.
• Maintain strong collaborator relationships across the business.

Continuous Improvement

• Promote a culture of operational excellence and steady improvement.
• Find opportunities for automation, simplification and standardisation.
• Support critical initiatives that enhance operational capability and colleague experience.

Skills & Experience

Essential

• Strong operational experience within insurance, underwriting operations or delegated authority environments.
• Experience working with underwriting or insurance management platforms.
• Demonstrable experience supporting technology implementation and initiatives to improve workflows.
• Strong process mapping, documentation and operational design skills.
• Background collaborating with offshore or shared service teams.
• Ability to examine operational data and develop significant reporting and dashboards.
• Excellent team member management and communication skills.
• Strong problem-solving and social skills.

Desirable

• Experience with Xuber, DPX and/or Swift platforms.
• Understanding of Delegated Authority or Managing General Agent operations.
• Experience delivering operational training and change communications.
• Knowledge of automation, workflow optimisation and ongoing improvement methodologies.

What Success Looks Like

• Technology platforms are being utilised effectively and consistently across AUM.
• Operational changes are carried out efficiently with minimal disruption.
• Offshore processing teams are fully trained and operating to agreed standards.
• Reporting and reconciliation controls remain accurate, timely and reliable.
• Underwriters receive high-quality operational and systems support.
• Chances to improve automation and refine processes are regularly identified and delivered.

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