Group Manager - Insurance Operations - BPO

We have an urgent opening for GM - Insurance and Lloyds of London with a leading BPO in Pune (Phursungi). Please find below the JD for same.

Shift - UK

Graduate/PG (any stream) with8-14 years of overall experience of which minimum 5 years should be in a Team handling capacity.

- Prior exposure in an Insurance and Lloyds of London experience would be desirable.

- Staff engagement in an environment that is structured and repetitive

- Building a high performing team by developing collaborative relationships in line with organization and client values

- Adherence to all the regulatory bodies in UK

- Achievement of agreed performance targets set by the business

- Delivery of agreed service agreements with internal customers and where applicable external customers

- Work closely with the team to identify and recommend opportunities to improve the effectiveness and efficiency of Business support functions

- Facilitate an environment of continuous improvement

- Determining priorities amongst strategic and tactical initiatives

- Maintain and promote communication channels with key stakeholders.

- Ensure that quality assurance targets are met and that the teams are compliant at all times.

- Identify and address training development needs of the team.

- Allocate and manage workflows within the team.

- Manage all staff metrics including unplanned leave, leave tolerance, staff turnover.

- Conduct regular performance reviews and feedback to develop personal performance of direct reports.

- Deliver understanding of principals of customer service to all team members across all brands.

- Handle escalations

- Provide inputs on process and system to the team members

- Client Interaction

- Ensure compliance with internal policies and procedures, external regulations and information security standards

- Regular - Stand ups- to ensure the right things get done

- Accountability for Team performance

Skills:

- Data and Back-office

- Coaching and feedback skills

- Excellent communication skills

- Self-motivated and self-directed

- Problem-solving and analytical skills

- Customer centricity

- Ability to work with speed & accuracy

- High level of attention to details

- Effective decision-making skills

- Time Management, prioritizing & organizing skills

- Demonstrates empathy and understanding for our client circumstances

- Ability to maintain composure and patience when facing operational pressures and be able to multi-tasking

- Receptive to feedback

- Able to communicate change positively