Process management-Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a very key Insurance data process.
- Client interaction- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.
- Manage conference calls/other communication with the client and build a rapport with key client contacts.
- Team Management and People Development - Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives
- Coaching and counseling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.
- P and L accountability.
- Farming, supporting new business initiatives.
- Internal co-ordination with Projects and EU's to meet SLA standards.
- Transitioning support.
- Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.
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