Genpact - AVP - Insurance Operations

Inviting applications for the role of AVP - Insurance Role

Responsibilities :

- The AVP- Operations will be responsible for handling the overall operations of an Insurance account

- Will also be responsible to engage operations and support functions for ensuring success of the program.

- Would be accountable for balancing clients and internal stakeholders and partnering with them to optimally run outsourced program.

Qualifications :

- Experience in the Customer Service space with management role in BPO industry and should be a subject matter authority on various aspects of Insurance, be it life, property, casualty, health etc.

- Experience in directly leading and handling an Operations team and be directly accountable for outcome metrics in accordance to the agreed SLA by the clients

- Understanding of Performance metrics and ability to lead day to day performance such as Productivity, C-Sat, Efficiency, Shrinkage among others.

Preferred qualifications :

- Be responsible for identification and leading continuous improvement projects through Lean & Six Sigma Tools for achieving better business outcome

- Outstanding customer relationship skills

- Holding and representing the Program independently in Customer Reviews and visit

- Handling escalations

- Establishing/maintaining a customer-centric culture