About the OpportunityOur Credit Control and Operations teams keep premium receivables moving across product lines, geographies and client programmes. The work spans billing, collections, cash application, reconciliations, portfolio management and reporting, and involves close engagement with brokers, reinsurers, MGAs, underwriters and finance teams.We are looking for a leader who has run operations at scale and wants to lead where the function goes next. You will own delivery and the financial performance of the function today.Position Title: Associate Vice President – Credit Control & Operations
Location: GurugramExperience: 15+ years, including significant time in Insurance / Reinsurance operationsWhat you’ll be doingLead operationsOwn end-to-end delivery across credit control and operations: planning, scheduling, execution and process health.Ensure the teams meet or exceed client-agreed service levels, quality and turnaround targets.Maintain process documentation, sign-offs and adherence to quality and control norms such as ISOAnticipate peak periods, risks and dependencies, and put mitigation in place before they affect clients.Own the financialsOwn the P&L for the credit control and operations portfolio: revenue, margin, cost and headcount, with accountability for budget and forecast.Optimise capacity, utilisation, team pyramid and bench to protect profitability while maintaining service quality.Support commercial discussions on pricing, scope changes and contract renewals with the account and finance teams.Track and report financial performance regularly, and take corrective action early where the numbers move off plan.Set direction, manage risk and controlBuild and own the operations strategy and roadmap for the function, in line with company and client priorities.Spot growth opportunities with existing clients, including new geographies, lines of business and services.Ensure financial controls, audit readiness and compliance with client, regulatory and information security requirements.Identify operational risks early, assign owners, and report them with a clear mitigation plan.Drive improvement and automationContinuously review processes to identify waste, rework, manual touchpoints and control gaps.Build the improvement pipeline, size the benefit, and take ideas from concept to implementation.Use Microsoft Power Automate, Copilot and other tools to automate and simplify routine work, working with digital and technology teams where a larger build is needed.Embed the changes through updated procedures, training and ownership, and track whether the benefit shows up in the numbers.Build a culture where teams raise ideas and use new tools in their daily work.Liaise with AI and technology teams for designing technology solutions for the insurance industryUse data to run the businessDefine and monitor the KPIs that matter: ageing, collection effectiveness, unallocated cash, first-time-right, turnaround and cost per transaction.Analyse trends and error patterns to find root causes, and bring clear recommendations to leadership and clients.Present monthly dashboards, performance reviews and error trend analysis to senior stakeholders.Create reporting that is accurate, timely and easy for non-specialists to act on.Manage clients and stakeholdersHold regular governance meetings with client leadership, and escalation managementStart conversations on process growth, transformation and future strategy, and support new opportunities with the business development and solutioning teams.Work with different departments in insurance organisations and Xceedance to resolve issues quickly.Gain a thorough understanding of the client’s end-to-end process, not just the part we run.Build and lead peopleLead managers and their teams, with clear goals, regular reviews and fair appraisals.Select, develop and prepare Analysts, Process Experts, Assistant Managers and Managers for their next role.Manage attendance, attrition and outages to limit customer impact, and keep hiring cost and bench levels in check.Maintain cross-training coverage so that no process depends on a single person.Prepare the team for how work will change, including new tools, new skills and new ways of working.What you’ll bring to the teamEssentialGraduate (finance, insurance, business or a related field) with 15+ years of experience in Insurance / Reinsurance operations and a strong operational background.
An MBA, advanced degree or professional certification is preferred.Proven track record in leadership roles, managing managers and large, complex teams, with accountability for operational and financial results.Clear understanding of insurance, including the policy and premium lifecycle, brokers, binders and the basics of financials.Working knowledge of credit control and operations processes: billing, collections, cash application, reconciliations and reporting.Experience managing a P&L or budget, with the ability to plan strategy, set direction and deliver against financial targets.Proven record of improving processes and delivering measurable results, using methods such as Lean, Six Sigma or similar.Comfortable with data: advanced Excel and the ability to analyse, interpret and present numbers with confidence. Exposure to Power BI or similar tools is preferred.Working knowledge of Microsoft Power Automate and hands-on use of Copilot, with the ability to spot where automation and AI can improve a process.Strong client management and senior stakeholder communication, including global and multi-region teams.Sound judgement, ownership, and the ability to manage change and bring people along.Good to haveExposure to the London Market, Lloyd’s or specialty lines, or Billing & Collections experience across multiple geographies such as North America, UK, Europe and APAC.Experience with receivables or billing platforms, RPA tools or low-code solutions.Process improvement certification (Lean Six Sigma), or insurance qualifications such as CPCU, AINS, ARe or CII.Experience handling transitions, system migrations or large change programmes.