SUMMARY OF THE JOB:
The position is within a part of a broader client servicing team. The role would involve to lead entire team of Operations Management, Client Servicing and Process Excellence.
ROLES & RESPONSIBILITY: -
- Oversee the entire fulfillment and engagement experience with clients including on-boarding, service interactions, claims, and escalation management
- Manage relationships with senior executives at claims and administration team of insurers
- Identify improvement areas and develop new processes to reduce turn-around time for clients, and increase customer satisfaction rate
- Liaison with technology team to automate routine tasks, and co-develop customer facing technology solutions to ease policy utilization
- Oversee the firm's proprietary Policy Administration and Management tool for effective utilization across the firm; evangelize the usage across clients
- Identify areas of deep technology integration with insurers and TPAs, and enable execution
- Lead 20-30 member team split across sub-teams including Endorsement, Claims, Wellness, Engagement, Policy Issuance, Quality Control, Renewal PMO
- Prepare, analyse and present department statistic to the management team
CANDIDATE BACKGROUND:
- Post-graduate degree (preferred) with ideally 12-18 years of experience
- Strong project management skills in the insurance industry
- Previous experience in insurance operations and proven deliver operational excellency
DESIREDS KILLS & COMPETENCIES:
- Excellent written and verbal communication Skills
- Ability to think strategically as well as tactically
- Energetic, creative and can-do approach and problem solving bent of mind
- Ability to think positively and work effectively under pressure
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