TCS - BPS - Customer Leader - Insurance Operations

Job Description

- The incumbent would be the Customer Leader for the BPO operations of a leading US Life and Annuity provider

- The position would entail account management, customer management and service delivery

- Other responsibilities would include:

Own the account P&L

Partner with clients to meet their organizational goals by identifying Op-Ex projects

Enable and facilitate organic growth

Strengthening the current offering

Change management

Drive IT-BPO synergy

Provide innovative operational solution to prospective clients

Candidate Profile

- 15-25 years of extensive experience across different geographies and domains under Insurance - Life Insurance, Annuity, and Retirement with minimum of 7-8 years leadership experience in BPO.

- Proven ability to project manage new initiatives and process changes

- Ability to manage problems effectively and efficiently, particularly under pressure and ambiguity

- Good interpersonal skills, able to communicate (both internally and externally) on a variety of levels across the delivery centers, the client and external third parties and staff

- Previous experience of managing to and meeting service level agreements in BPO

- Proven ability to work within a challenging client environment

- Advanced customer relations management skills

- Able to adapt and design frameworks for audit management and reporting, quality management and compliance

Competencies/Skill sets for this job

- Project management

- Strategy development

- Performance management

- Management information

- Manager operations

- Execution plan

- Operations support

- Interpersonal communication

- Continual improvement

- Budget planning

- Stakeholder management