Location
Jaipur | India
Job description
Support UK, GCS and GTO organization for Operations Service delivery for Retail and Group customers in the areas of New Business and Underwriting, Billing & Remittance, Policy Administration and Claims activities.
Essential Functions
- Build excellent business relationship with customer groups, peers, and seniors.
- Ensure latest updated policies, procedures, are always read & complied with by self and other operations team members that are critical to success.
- Able to lead, innovate, implement best industry practices, motivate, and work as a natural team-player in the business functions.
- Report, analyze and recommend Ops improvements considering trends observed for disputes and queries.
- Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customers' demand.
- Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment.
- Should be able to evolve/ specify training regimen to support process training for the processes identified for transition.
- Plan, develop and implement strategy for operational management and development so as to meet agreed organizational performance plans
- Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
- Contribute to the evaluation and development of operational strategy and performance in co-optation with the executive team
Knowledge, Skills and Abilities
Education
- Graduate in Commerce / Business Administration
Experience
Professional from Operations with at least 4+ years working experience of which at least 4+ years' work experience in a BPO operations environment
Knowledge and skills (general and technical)
Competencies / Skill requirements
- Individuals with Management Degree would be clearly preferred past background in India BPO Ops/ Indian Insurance clearly desirable.
- Excellent attention to detail and able to juggle multiple tasks with deftness and attention to deadlines.
- Strong operations management ability there-by demonstrating the trends in a matrix organization.
- Strong project management skills with analytical and execution orientation Should be capable of dealing with relationships sensitively with ability to manage conflicts adroitly.
- Strong communication and presentation skills Ability to articulate and influence internal customers with clarity of thought process is a critical requirement.
- Proven success with 3-4 years of experience in Reporting / Business Analysis.
- Proficient in complete MS - Office Suite with programming background.
- Experience with Six Sigma Methodologies / Approaches
- Should be capable of building and sustaining strong relationships with his / her own team, Local Leadership, US and UK business / process owners and Service Partners
- Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales
- Manage and develop direct reporting staff.
- Responsible for performance appraisals of all direct reports and establishing performance objectives for direct reports.
- Coach and develop a high-performance team through organizational leadership.
- Demonstrate sound judgment and fairness when administering policies and procedures.
- Work with Senior Management team on initiatives to support new business growth and overall operations.
- Assist with special projects and other duties as assigned.
- Able to handle large team size (120+ FTEs) (3-4 Unit Managers/ Managers)
- Ability to align his goals to organization goals.
- Should have demonstrated process improvement thoroughly.
- Should have taken initiatives within the scope of work and beyond his/her scope.
Job tags
Salary
