Operations Manager Insurance

InnoQuest Consulting is a Core team of seasoned Talent Acquisition professionals with experience across diverse industries ranging from IT, ITeS, Banking & Financial Services and Telecom with team's core expertise in Mid / Senior Management &Leadership hiring.

About our Client :

Our client is a KPO and specialises in non voice Insurance processes

Criteria :

Must have :

- Minimum eight to ten years of experience in the ITES sector

- Minimum four years of experience in a managerial role (Must have experience in managing a span over 50)

- Graduate from a recognized university & relevant

- Well versed with the application of process improvement tools

Good to have :

- Related industry certifications preferred

- Prior work experience in UK/US Insurance domain

- Post graduation in any discipline

- Onsite transition experience

Position Description :

To serve as a member of the management & own responsibility & accountability of one or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates

This position will report in to the Sr. Manager

Accountability :

- Process Management & Improvement

- People Management

- Customer Service & SLA Delivery

- Strategic Initiatives

Responsibilities :

Process Management & Improvement

- Drive & achieve productivity enhancements

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns

- Oversee migration & stabilization of new processes

- Periodically review process & regulatory requirements & ensure compliance

- Review FTE requirements, shift plans & capacity planning

- Initiate, Execute & Facilitate process improvement initiatives/projects

- Integrate domain knowledge & business understanding to create superior solutions for the client

- Must clear at least one certification a year

People Management :

- Conduct regular meetings with Process Managers/team leaders & resolve concerns

- Conduct skip level meetings with team members & resolve escalations

- Own rewards & recognition schemes for assigned processes

- Oversee L&D trainings for self & Process Managers

- Oversee staff domain certifications

- Ensure completion of process certifications by all staff (Process Managers & Team leads ) within pre-defined timelines

- Liaise with recruitment team for recruiting new team members

- Identify & facilitate movements within the division for team leads

Customer Service & SLA Delivery :

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes

- Manage client relationships and escalations

Strategic Initiatives

- Explore opportunities to move processes to the satellite office

- Participate and lead in special projects/organization wide initiatives

Skills & Competencies :

- Strategic Thinking

- People Management

- Transformational Leadership

- Process Focus

- Client Management

- Innovation Focus

- Ability to learn & drive change

- Impact & Influence

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