Senior Manager - BPO Operations - Utilities Process - Captive Setup

Company : UK Captive Insurance/Reinsurance Setup

- Our client is one of the major player in Insurance domain in the EU. They have multiple captive setups PAN India. These centers handle captive as well as very selected third party processes in India.

Role : Sr. Manager - BPO Operations - Utilities Process

Responsibilities : Experience is Utilities domain is must.

Operations :

- Plan for current day workflow and present performance for previous day to AVP

- Overseeing Department/AM's delivery on all agreed KPI's

- Day to day client communication

- Reviewing intra day process peaks and troughs to manage resources effectively

- Weekly quality and efficiency reviews with team and process head

- Weekly /Daily productivity audits

- Daily workflow checks and prioritization of work as per TAT

- Shrinkage management as per forecast allowances

- Client communication and reports to share department performance and productivity

- Weekly forecasting and resource planning for respective department

- Weekly /Monthly review to assess TAT set by client and propose changes if and when required

- Weekly/monthly review of SLA delivery

- Authorizing and implementing training and development requirements highlighted by team/Clients

- Resource planning for cross functional peaks

- Maintaining costs as per client and process heads guidelines

- Reviewing and resource planning to ensure costs are as per approved FTE budgets

- Identify process improvements to drive efficiencies

- Monthly /Weekly client feedback and cascade to direct reports

- Reviewing weekly team stats to maintain consistency in performance

Project review and Management :

- Cascade and manage transition deadline's and process flow's

- KPI Delivery

- Implement and present progress update documents for all areas/new transitions

- Review and propose KPI change's as per process developments and requirements

- Define and manage group/Team structures to support business needs

- TNI for direct reports to business continuity

Other responsibilities :

- Payroll / Invoice inputs for overtime and incentive's

- Systems check audits to ensure no downtime

- Ensure business cover 24/7

- Succession and management planning for leavers at AM /TL level

- Reviewing process and people impact on new transition's / cross skilling and propose business effective solutions

- Reviewing ADHOC costs incurred by periodic overtime requests

- People Management

Span of Control - 100 heads

Recruitment :

- Planning and implementing training timelines /requirements as per forecast

- Reviewing quality of new hires in the dept and effect on quality and productivity

- Communication and update recruitment and HR on new requirements and assessing quality of new hires

- Assessment and training of High potential employees for vertical movement(TL/AM roles)

- Reviewing and upgrading recruitment guidelines if required

- New hire's induction to ensure loyalty quotient

- Weekly/Monthly audits on quality output of new hires

People Deliverables :

- Employee skill enhancement trainings

- Meeting retention targets set for respective departments

- Developing and grooming AM/TLS's on personal and professional level

- Monthly random staff skips

- Feedback and coaching to direct reports based on employee skips

- Creating employee engagement schedules

- Planning Training and development courses for top performers

- Reviewing employee escalations and agreeing course of action /permanent solutions

- Reviewing all staff under performance management plan

- Reviewing all disciplinary issues /termination cases to cover all risks from client and organization point of view

- Weekly /Monthly reviews to understand stability and ESAT quotient

- Bi weekly staff update meetings

- Monthly employee town halls

Bhushan Vishwasrao
+91 9819585855