Shift Timings: 12 pm - 8 pm (But should be flexible as per business requirements)  Role Description  Responsible for the day to day management of multi-site teams, multiple functions, and multiple shifts for operations. Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met.   Education/Experience  - Minimum - Graduate   - Relevant qualifications in Operations/ Business Management preferred  - Minimum 8-10 years of industry Customer Service experience Non Voice Ops (insurance preferred)  - Should be currently working in the capacity of a Senior Manager / similar designation  Skills/Capabilities :   - Experience of managing a team size of at least 20+, ability to work in an environment of multiple priorities and conflicting deadlines  - Customer service focus, Strong people management and leadership skills  - Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow  - Ability to build strong relationships with others across business and technical communities.  - Process improvement experience using a methodology  - Accomplishments in process optimization, operations management, and client servicing & team management with key focus on cost control, revenue maximization, and strategic planning & change management  - Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.  - An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude  - Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring nos  Responsibilities :   - SLA & KRA Performance Management  - Manage workflow and resources to consistently meet our service standards even under pressure situations  - Provide support on escalated cases and Handles service recovery situations  - Participates on process improvement initiatives for business units   - Lead small departmental projects or initiatives that support departmental goals  - Help staff assess their career objectives and developmental needs in achieving those objectives  - Develop contingency strategies and plans for staffing changes  - Identify causes for non-achievement of SLAs, develop solutions and execute the same   - Employee engagement plans for improved Retention  - Establishing Governance Model   - Manages FTE- s, SME, TL and AM, levels based on budget requirements & direction provided by Leadership team  - Create an environment of innovation and creativity that leads to continual process and service improvements  - Develop team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels.   - Commercial  - Publish weekly revenue flash highlighting Rev loss if any & Action Plan  - Controlling budget on Incentive, Transport, Employee Engagement;  - Develop models on Incentive structure for R&R.  - Basic Understanding of Process P&L  - Resource Planning   - Lead and inspire multiple teams under severe constraints  - Capacity Utilization - trends, attrition, projected ramp-ups, metrics   - WFM Management - Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages & tracking AHT)  - Client Interface   - Builds strong relationship with business unit leaders   - Daily touch points with onshore partners on key performance areas  - Business Reviews (WBR / MBR) with the onshore on performance  - Provide various timely reporting to Business Heads on production, overtime, FTEs, savings etc

Delhi NCR

Others

Manager - Non Voice Operations  - Insurance Domain - BPO 

Manager - Non Voice Operations  - Insurance Domain - BPO  ,Job Description for Manager - Non Voice Operations  - Insurance Domain - BPO  in Talent Toppers in  Delhi NCR Others for (8-10) years of experience. Apply Now!

Job Description for Manager - Non Voice Operations  - Insurance Domain - BPO  in Talent Toppers in  Delhi NCR Others for (8-10) years of experience. Apply Now!