Senior Manager Digital Operations & Innovation (BPaaS/BPO), Insurance Sector

Deloitte • Arlington, VA

3d

About The Position

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce. Recruiting for this role ends on May 31, 2026. Work you'll do As a Senior Manager in our Digital Foundry, Operate, & Innovation Consulting group, you'll oversee teams of architects and solution professionals delivering large-scale BPO and BPaaS platform solutions to our insurance clients. Client and Account Management : Manage day to day interactions with executive clients and sponsors, and Deloitte account team leaders. Delivery : Manage and deliver client engagements encompassing implementation, operation, and continuous innovation of strategic technology platforms at scale. Responsibilities include, among others: managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures. Managing operational performance including SLAs, efficiency measures, demand planning, and profitability. Business Development : Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies including creative deal constructs to include Operate and potentially also Advise and Implement People Development : Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices The Team Our Digital Foundry, Operate, & Innovation offering balances strategy, technology, creativity, and managed services to solve your biggest challenges. We design and deliver services to run digital businesses, manages innovation and assets, and commercializes IP to drive growth across all Customer offerings.

Requirements

• 10+ years of consulting and/or Customer operate/implementation experience, with a significant focus on the insurance industry
• 5+ years experience in BPO (Business Process Outsourcing) and/or BPaaS (Business Process as a Service) related to insurance operations
• 5+ years managing third party advisors
• 5 + years of leadership experience in defining global resource/coverage mixes and plans, leverage models, productivity models, and in driving approaches for automated solutions such as ticketing and monitoring
• Bachelor's degree or equivalent professional experience
• Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Nice To Haves

• Master's degree in computer science, information systems, or other technology-related field or equivalent number of years of experience
• 5+ years' experience managing global service delivery from multiple centers
• 5+ years of experience applying SDLC methodologies (Agile, SCRUM, RUP, other)
• 3+ years' experience in an industry vertical (i.e. Financial Services, Life Sciences, Manufacturing, Technology, Retail, Media, etc.)
• 8+ years' experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)

Responsibilities

• Manage day to day interactions with executive clients and sponsors, and Deloitte account team leaders.
• Manage and deliver client engagements encompassing implementation, operation, and continuous innovation of strategic technology platforms at scale.
• Responsibilities include, among others: managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures.
• Managing operational performance including SLAs, efficiency measures, demand planning, and profitability.
• Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies including creative deal constructs to include Operate and potentially also Advise and Implement
• Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

Benefits

• At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.
• Learn more about what working at Deloitte can mean for you.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees