Senior Manager - Operations - Insurance Web Chat Process

Job Title : Senior Manager - Operations - Insurance Web Chat Process

Job Location : Pune

- Experience of handling Web chat process in Telecom/Retail/Insurance or in any other customer service set up is Mandatory.

Would be responsible for :

- Delivering timely solutions and services to clients and customers

- Monitoring SLA management to ensure continuous improvement in delivering value.

- Being the SPOC for process related issues and changes

- Creating a knowledge environment in the team to ensure continuous learning and improvement of skills

- Taking ownership of delivery as well as decisions on SOPs within defined frameworks

- Efficiently utilization of all available resources in Operations team (people, systems, knowledge) to ensure timely, cost efficient and quality delivery to stakeholders

- Creating and implementing people development strategies for team for current and future skill requirements of the team, mentoring team members, monitoring team's performance on risk and compliance

- Stakeholder and Team Management.

An ideal candidate :

- Relevant experience in operations in International financial services/ Insurance/ ITeS

- Specifically worked in a Web Chat Customer Service process.

- Knowledge of fundamentals of operations management, quality tools

- Strong background and work experience in insurance and/or financial services sectors

- Excellent people management skills, open to direction and Collaborative work style and commitment to get the job done

- Strong Analytical ability and Decision making skills

- Excellent computer skills and proficiency in excel, word, outlook, and access

- Excellent communication skills both verbal and written, interpersonal skills and a collaborative management style