Consultant at Innoquest
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Business Delivery Manager - Captive Shared Service Center (12-16 yrs)
Our Client are the Captive shared service center of a global insurance organization with operations in multiple countries The organization provides a wide range of Insurance, retirement solutions and Financial support to their Clients.
- 12-16 YEARS IN THE ITES SECTOR
- OPEN TO WORKING NIGHT SHIFTS (7PM TO 4AM IST).
- EXPERIENCE IN HANDLING VOICE BASED CONTACT CENTRE ACROSS GEOGRAPHIES.
Role and Responsibilities :
- To drive and lead the team, involved in Contact Center Services, to achieve and excel service delivery obligations
- Participate in business leadership meetings helping to develop and drive strategies based on operational/strategic requirement of business/organization
- Responsible for overall alignment to strategic projects, stakeholder expectations and divisional/functional goals
- Guide and mentor small and large subsets of overall team
- Deep understanding of digital/technology trends and ability to imagine/prove business impact by adoption
- Good understanding of Contact Center processes (Multichannel/Omni channel) and technologies to play a role of lead solution architect for high visibility and complex opportunities from operations and technology perspective
- Provide direct supervision to niche support services i.e WFM, Quality, transcription etc
- Ability to adapt and work with different leaders on various organizational projects
Qualification and Experience :
- 12-16 year work experience, predominantly in Insurance sector with in-depth knowledge of value chain
- Graduate in any discipline. Any Insurance certification/designation will be a plus
- Experience in handling Contact Center team members across geographies and projects is a must
- Involvement in transitions and stabilization will be an advantage.
- Ability to thrive in fast paced, multi-tasking environment and to manage multiple deadlines
- Willingness to work in US shifts
- EXPERIENCE IN INSURANCE DOMAIN (PREFERRED).
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