Business Delivery Manager - Operations - BPO/ITeS

Primary Responsibilities

Process Management & Improvement:

1) Drive & achieve productivity enhancements.

2) Own weekly/monthly management reports & highlight relevant gaps &/or concerns.

3) Responsible for scoping, identifying new areas of work.

4) Oversee migration & stabilization of new processes.

Job Description:

5) Periodically review process & regulatory requirements and ensure compliance.

6) Review FTE requirements, shift plans & capacity planning.

7) Initiate, Execute & Facilitate process improvement initiatives/projects.

8) Lead Org wide projects across locations.

9) Integrate domain knowledge & business understanding to create superior solutions for the client.

10) Must clear at least one certification a year.

People Management:

1) Conduct regular meetings with process managers & resolve concerns.

2) Conduct skip level meetings with team members & resolve escalations.

3) Own rewards & recognition schemes for assigned processes/teams.

4) Oversee L&D trainings for self & process managers.

5) Oversee staff domain certifications.

6) Ensure completion of process certifications by all staff (Process managers, Team leads & associate) within pre-defined timelines.

7) Liaise with recruitment team for recruiting new team members.

8) Identify & facilitate movements within the division for Process Managers.

Customer Service & SLA Delivery:

1) Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes.

2) Manage client relationships and escalations.

Strategic Initiatives

1) Explore opportunities to move processes to the GSC satellite office.

2) Participate in special projects/organization wide initiatives.

V. Additional Responsibilities:

VI. Skills and Competencies:

1) Must have experience in managing a span over 50 team members.

2) Well versed with the application of process improvement tools.

3) Should have done at least 1-2 transitions.

4) Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects).

5) Related industry certifications.

6) Strategic Thinking.

7) People Management.

8) Transformational Leadership.

9) Process Focus.

10) Client Management.

11) Innovation Focus.

12) Ability to learn & drive change.

13) Impact & Influence.

VII. Minimum Qualifications:

Education - Graduate/Degree from a recognized university & relevant.

Work Experience:

1) Minimum ten years of experience in the ITES sector.

2) Minimum four to five years of experience in a managerial role.

3) Relevant F&A experience for F&A processes only.

4) Prior work experience in UK/US P&C Insurance domain.

Should be ok with US shifts.