General Manager - Insurance Operations - BPO

The person is expected to manage the delivery & operations for domestic Insurance vertical, leading all the interactions with the client. Good understanding of P&L is must.

Key Responsibilities:

- Managing delivery of the Insurance vertical

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, Training and other shared services for optimum functioning of account

Single point of contact for all financial decisions regarding the account

- Manage attrition and career planning of all employees within span of control

- Grow account strategically to increase top line for the organization

- Manage and improve profitability of the account

- Ensures continuous improvement in service delivery through Process Improvement Initiatives

Requirements:

- Min 14 years of experience in a BPO or contact center

- Knowledge of leading delivery with Voice business services

- Ability to manage client expectations

- Strong financial management acumen. Understanding of P&L

- Strong understanding of contracts and key BPO dynamics governing them

- Strong customer service orientation and client management skills

- Strong people manager