WNS - Group Manager - Operations - P&C Insurance Domain

Group Manager - Ops

Location : Pune - Magarpatta

Functional Experience :

- Total 8-12 years experience, Graduation.

- Third Party BPO Experience

- Must have General Insurance knowledge

- Underwriting/Claims experience

- Insurance Industry Certification would be preferred

Job Responsibilities :

- Process management-Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a very key Insurance data process

- Client interaction- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores

- Manage conference calls/other communication with the client and build a rapport with key client contacts

- Team Management and People Development - Lead & motivate FLM and team to ensure their development through direct coaching/feedback through frequency based and Adhoc as required, Support Learning and development initiatives, Coaching and counselling, staff motivation retention programs. Effectively manage rewards/recognition, appraisal & incentive programs.

- Create cross-functional teams to encourage cross versatility and efficiencies

- Drive organisation values & adherence to the policy guidelines

- Initiate and drive brainwaves & process excellence projects for continuous improvement and effectiveness

- Internal co-ordination with Projects and EU's to meet SLA standards

- Any transitioning support

- Insurance knowledge is must. General Insurance P & C domain knowledge would be preferred

- Key Job role includes

- Client Management

- Stakeholder management

- People Management

- SLA/KPI/Process management

- Knowledge of Lean Six Sigma is preferred

- Should be willing to work 24X7

Span of Control : To supervise and lead a team of close to 80+ FTE's