Head of Solution Operations, Life and Health

2 weeks ago

Toronto, Canada Munich Re Full time

**Head of Solution Operations, Life and Health**:
**Location**
Toronto, Canada

IT Business Solutions - Life & Health delivers business value through the management of IT projects and products for Munich Re’s Life and Health (L&H) businesses globally. The Head of Subsection, Business Solutions Life & Health, will play a leading role in the support and operations of L&H products used globally across all regions, developed and managed by the IT Solution Delivery team. The role will report to the Global Head - Solution Delivery, IT Business Solutions and be a key relationship partner to product and platform teams. As an active member of a global leadership team, this role is responsible for ensuring team(s) are positioned to consistently deliver high quality support and operations based on industry and internal Munich Re service standards, to cover the financial and reinsurance operations capabilities of the L&H businesses.

Your job
- Lead Operational Excellence, as core DNA of the Solution Operations team, focusing on quality, performance and customer experience.
- Advancement and adoption of Process Automation and DevOps capabilities, increasing operational efficiency and enabling agile development practices.
- Develop further capabilities to actively manage known vulnerabilities with speed and urgency.
- Build, train and foster a global team of professionals with domain expertise in change management, technical analysis, administration of databases and systems.
- Partner with Product Managers and Application Management Services (AMS) to identify and define the ‘swim lanes’ in which each one optimally operates, creating a seamless and frictionless support experience for our internal customers.
- Act as the conduit between Product and Platform teams, to consolidate product requirements, assess platform changes and coordinate activities across product, platform and services teams.
- Provide management, oversight and operational support for L&H products which require substantial operational, administrative and functional support. In support of Product Management and in partnership with Service Management, and Service Delivery.
- Oversight and management responsibility of Change and Release Management processes, ensuring alignment with enterprise standards, representation on behalf of the product teams at the Global and Local CABs.
- Ensure that compliance for operational processes (e.g., service requests, changes, incidents, problems, etc.) are in adherence to Munich Re IT Norms, ITRS guidelines and operational best practices.
- Develop product observability capabilities, to perform monitoring at near-real time, in the support of adherence to defined product SLAs (e.g. non-functional system requirements and availability management).
- Manages the schedules and executes production operations activities (e.g. maintenance and housekeeping activities) including operations of production scheduling tools.
- Allocation and assignment of key resources, in concert with Regional Heads for Solution Delivery and the business, to ensure accurate forecasting and budget control.
- Works directly with Service Management, Service Delivery and key MR suppliers to drive delivery and continuous improvement in vendor/supplier behaviour and outcomes.
- Supports the** **administration and operation of IT asset and configuration management systems. Manages component provisioning and decommissioning.
- Contributes to the development and owns the execution of the systems continuity plan, including backup and restoration of service at all levels including disaster recovery. Ensures compliance with company and regulatory requirements for security and access control.
- Sets, manages and reports on key SLAs and key performance indicators (KPIs). Performs analysis to identify trends and opportunities. Maintains dashboards for operational performance.

**Profile**:

- Bachelor's degree in computer science, engineering or similar qualification
- Proven experience in managing, leading and inspiring teams and an ability to coordinate the efforts of others in the delivery of IT initiatives to the business. Engender a spirit of teamwork and cooperation amongst colleagues - proactively resolve issues or conflicts that could impact results achieved.
- Highly adaptable to shifting priorities and ambiguous changing requirements. Ability to maintain team’s focus on objectives and outcomes through volatile and complex initiatives.
- A strategic thinker and results oriented with a proven ability to analyse situations, diagnose problems, identify the key issues, establish and weigh up alternative courses of action and produce a logical, practical and acceptable solution.
- Strong business acumen and a proven capacity to understand business opportunities and priorities of the organisation. Constantly seek methods of ensuring that the organisation continues to be business-like and continues to meet the standards and requirements of its regulators.

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