Service Delivery Leader - BPO Operations - Insurance

Essential Functions

- Build excellent business relationship with customer groups, peers and seniors.

- Ensure latest updated policies, procedures, are read & complied with at all times by self and other operations team members that are critical to success.

- Able to lead, innovate, implement best industry practices, motivate and work as a natural team-player in the business functions.

- Report, analyze and recommend Ops improvements in light of trends observed for disputes and queries.

- Root cause analysis of escalations to recommend changes in work flows, procedures, service levels based on customers demand.

- Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment.

- Should be able to evolve/ specify training regimen to support process training for the processes identified for transition.

- Plan, develop and implement strategy for operational management and development so as to meet agreed organizational performance plans

- Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales

- Contribute to the evaluation and development of operational strategy and performance in co-optation with the executive team

SEARCH SPECIFICATIONS - 

Professional from the Operations with at least 8-12 years working experience of which at least 7-8 years- work experience in a BPO operations environment

Competencies / Skill requirements

- Individuals with Management Degree would be clearly preferred; past background in India BPO Ops/ Indian Insurance clearly desirable.

- Understands Indian insurance Market regulations (IRDA)

- Excellent attention to detail and able to juggle multiple tasks with deftness and attention to deadlines.

- Strong operations management ability there-by demonstrating the trends in a matrix organization.

- Strong project management skills with analytical and execution orientation; Should be capable of dealing with relationships sensitively with ability to manage conflicts adroitly

- Strong communication and presentation skills ; Ability to articulate and influence internal customers with clarity of thought process is a critical requirement

- Proven success with 3-4 years of experience in Reporting / Business Analysis.

- Proficient in complete MS - Office Suite with programming background.

- Experience with Six Sigma Methodologies / Approaches

- Should be capable of building and sustaining strong relationships with his / her own team, Local Leadership, US business / process owners and Service Partners

- Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales

- Manage and develop direct reporting staff

- Responsible for performance appraisals of all direct reports and establishing performance objectives for direct reports.

- Coach and develop a high performance team through organizational leadership.

- Demonstrate sound judgment and fairness when administering policies and procedures.

- Work with Senior Management team on initiatives to support new business growth and overall operations.

- Assist with special projects and other duties as assigned.