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Develop short-, medium-, and long-term volume forecasts and translate operational strategy into capacity plans for inshore and offshore teams. Manage headcount, attrition, productivity targets, and service level projections (claims, COM inventory, telephony). Coordinate with Finance, HR, Training, and senior leaders, act as single point of contact, and convert capacity changes into cost and driver analyses to meet SLAs.

The candidate will supervise staff to ensure KPIs are met in the Admin Organisation. Responsibilities include leadership, coaching, optimizing workflows, managing performance, and ensuring quality audits are achieved.

Lead a team of consultants to assess and optimize operational processes using Lean Six Sigma and data-driven analysis. Build stakeholder relationships, design transformation plans, coordinate multi-stakeholder project implementation, and measure impact with cross-functional change teams.

Lead process assessments and improvements: create process maps, analyze workflows, identify gaps, design and implement efficiency initiatives, coordinate project plans, and measure impact through stakeholder engagement and cross-functional collaboration.

Design, build, and maintain MLOps pipelines to automate training, testing, deployment, monitoring, and governance of ML models on Databricks and cloud platforms. Collaborate with data scientists and engineers, implement CI/CD, ensure model reproducibility, scalability, cost efficiency, security and compliance, and provide MLOps guidance to teams.

Perform daily operational processing (claims, eligibility, admin), follow SOPs, ensure accuracy and compliance, escalate exceptions, support data entry and basic reporting, collaborate with team members and contribute to process improvements and customer‑focused outcomes.