Regional Hub Manager

The Regional Hub Manager is a pivotal leader within the Operations Leadership Team, responsible for overseeing the service hub organization and delivering strategic operational excellence across the region. This senior leadership role is instrumental in ensuring the seamless delivery and continuous evolution of offshore services, including: medical claims processing, medical pre-approvals with hospitals, inpatient case management, customer service, policy management, billing and collection, quality management, and training.

As a key driver of operational success, this role offers high visibility to strategic clients and senior leadership at both the company and its parent organization, Munich Re. It requires a leader with exceptional operational expertise, strategic vision, and the capability to inspire and manage cross-functional teams in a dynamic, fast-paced environment.

responsibilities:

• Manage the Service Hub organization with more than 300 employees across all functions; claims, approvals, customer service, policy management etc.
• Drive operational excellence by ensuring services are delivered to the highest standards, aligned with organizational objectives and regulatory compliance.
• Serve as a strategic partner to clients, understanding their processes and identifying opportunities for value-added services.
• Ensure regular communication with clients through structured performance reviews (weekly, monthly, and quarterly), addressing feedback and aligning on service improvements.
• Lead the design and implementation of innovative service solutions to address client needs in all the different locations and enhance value delivery.
• Analyze performance metrics to identify process inefficiencies and implement corrective measures in collaboration with clients, quality teams, and training teams.
• Monitor and manage occupancy and resource utilization, ensuring alignment with client expectations, service levels and organizational policies.
• Champion process automation initiatives and propose innovative solutions to enhance service delivery efficiency.

• Prepare and lead Quarterly Business Review (QBR) meetings with clients and senior leadership as part of the governance framework.
• Maintain the quality and timeliness of all offshored services, adhering to established policies, procedures, and quality benchmarks.
• Collaborate with the Quality and Training teams to ensure processes are continuously optimized to meet or exceed client expectations.

• Collaborate with clients, HR, Finance, and the Head of Operations to develop and implement comprehensive workforce planning strategies.

• Oversee recruitment, onboarding, and training programs in partnership with HR and training teams to build a high-performing workforce.
• Monitor attrition rates and proactively manage workforce continuity through robust backfilling and talent pipeline strategies.
• Establish and maintain an Early Warning System (EWS) to address workforce challenges proactively.
• Conduct regular performance evaluations and implement personalized development plans to bridge skill gaps and support career progression.

• Foster a culture of continuous improvement and engagement through coaching, performance feedback, and recognition initiatives

• Bachelor’s degree in industrial engineering, insurance or related field; (master’s degree is preferred).
• 10+ years of work experience in insurance operations or TPA management or similar setting in the outsourcing service industry.

• Proven experience in a senior operations management role, preferably in a regional or global context.
• Strong leadership and team management skills with a track record of building and motivating high-performing teams.
• Exceptional client relationship management and communication skills, with experience engaging senior stakeholders.
• Strategic mindset with the ability to analyze complex processes and implement effective solutions.
• Expertise in operational metrics, quality assurance, and process improvement methodologies.
• Familiarity with automation technologies and their application in operational environments is a plus.