Job Description:

Manager, Business Operations – ISB Delivery

Job Profile Summary

The Manager, Business Operations – ISB Delivery supports the ISB AsiaPac Delivery and Operational leadership team in driving operational excellence, business performance, and profitable growth across ISB-related services and solutions. This role oversees business operations, sales enablement, portfolio governance, financial performance tracking, resource planning, and executive reporting for the ISB business. The successful candidate will partner closely with Delivery, Solutioning, Finance, HR and ISB Practice leaders to improve operational efficiency, support strategic initiatives, and drive business outcomes across the region.

Key Responsibilities

Business Operations & Governance

• Lead day-to-day business operations for the ISB Delivery, ensuring alignment with ISB Global and Regional strategic objectives.
• Establish and manage operating rhythms, governance forums, business reviews, and performance reporting.
• Monitor key business metrics including service revenue, resource management, operating margins, billability, bench-time, utilization, and project health.
• Drive operational excellence initiatives to improve business and operational efficiency, profitability, cost spend and customer outcomes.
• Support leadership with data-driven insights and recommendations for business decisions.

Sales & Growth Enablement

• Collaborate with delivery leaders to drive pipeline management, resource forecasting, delivery governance, and strategic account planning.
• Monitor and track growth initiatives, delivery performance metrics, and key pursuits across the delivery organization.
• Manage operational activities such as reporting, performance analysis, and preparation for delivery-focused business reviews.
• Facilitate governance processes for bids and large-scale delivery opportunities, ensuring alignment with organizational goals and
• compliance standards.

Financial & Portfolio Management

• Monitor delivery performance against financial targets and operational KPIs.
• Support budgeting, forecasting, revenue tracking, and resource capacity planning activities.
• Identify business risks, gaps, and opportunities and work with stakeholders on mitigation plans.
• Manage delivery portfolio reporting for ISB programs, projects, and strategic initiatives.

Leadership & Stakeholder Management

• Collaborate with ISB leaders, Delivery teams, Account Executives, Finance, HR, and Operations stakeholders.
• Facilitate cross-functional alignment and execution of business priorities.
• Support executive communications, dashboards, presentations, and leadership reviews.
• Lead and develop business operations team members where applicable.

Continuous Improvement

• Identify and implement process improvements to streamline operations and enhance delivery productivity.
• Drive adoption of delivery and operational best practices, tools, and reporting standards.
• Manage operational escalations and ensure timely resolution of business issues.
• Lead strategic projects and transformation initiatives that support growth of the ISB business.

Required Qualifications

• Bachelor's degree in Business Administration, Finance, Operations Management, ISB, or a related discipline.
• Typically 7+ years of experience in business operations, sales operations, portfolio management, PMO, or related business management functions.
• Minimum 3 years of experience in a leadership or people management capacity.
• Experience supporting data-driven, financial services, or technology services organizations.
• Strong understanding of business performance management, financial reporting, forecasting, and operational governance.
• Experience working with senior business leaders and cross-functional stakeholders.
• Advanced analytical and problem-solving skills with strong attention to detail.
• Proficiency in Microsoft Excel, Power BI, PowerPoint, and business reporting tools.

Preferred Qualifications

• Knowledge of ISB operations across Life, Health, General Insurance, or P&C sectors.
• Experience supporting large-scale digital transformation or ISB modernization programs.
• Relevant certifications such as PMP, PMI-PMOCP, Lean Six Sigma, or Business Analysis certifications.
• Experience with CRM, forecasting, and pipeline management tools such as Salesforce.

Key Competencies

• Business Operations Management
• Sales Operations & Forecasting
• Financial Analysis & Reporting
• Executive Stakeholder Management
• Strategic Planning & Execution
• Portfolio Governance
• Performance Management
• Business Intelligence & Analytics
• Process Improvement
• Team Leadership

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