Chief Operating Officer - Insurance BPO

Currently We have opening for a leading BPO - Insurance company for Chief Operating Officer in Mumbai location

Job Description:

Developed & Executed Business Plans (30%)

- Participates in developing and implementing a strategic plan that supports the organization's vision and goals; translates the strategic plan to staff to ensure support; and modifies the plan in response to changing internal and external factors.

- Participates with President and other leadership team members in setting policies and determining strategies to meet or exceed revenue, profit, and cash flow commitments to the company.

- Analyzes current and future trends and needs and accurately assesses functional responsibilities competitive strengths and vulnerabilities.

- Identifies opportunities for new value creation.

1. Strategic Planning :

- % annual achievement of business plans

2. Corporate Goals - Achievement of :

- Sales Targets

- Gross revenue targets

- Net income targets

- Customer satisfaction metrics

- New Business Development goals

Leadership (30%) :

- Upholds, safeguard sand promotes the organization's values and philosophy relating particularly to ethics, integrity, corporate (social) responsibility, - Fair Trade-, etc., as referenced in organizational values and philosophy standards.

- Builds and maintains a departmental structure, operating standards and practices that are responsive and adaptable to evolving business needs.

- Develops and implements a talent plan to ensure the right people are in the right place at the right time to meet the strategic needs of the organization.

- Manages employee performance by establishing clear goals and expectations, tracking progress against the goals, ensuring timely feedback, and addressing performance problems and issues promptly.

- Devotes at least 80% of time to top 20% of priority list.

- Manager/supervisor direct reports demonstrate the ability to effectively manage and develop their assigned staff.

- Employee engagement survey scores.

- 95% Retention of key people

Products (20%) :

- Ensures effective Banking / Non-banking function.

- Ensures effective Customer Care function.

- Ensures continuous improvement of customer satisfaction through programs to reduce deviations, provide for on-time delivery, and meet customer quality and cost expectations.

- Gross margin

- Timely delivery

- Quality

- Cost of Goods

- Customer Satisfaction

- Customer complaints as a proportion of sales

- % customers who feel their issues/concerns were listened to and addressed

- Response time to customer inquiries

Operational Systems (20%) :

- Establishes, coordinates and administers as an integral part of management, an adequate structure for the delivery of effective and efficient administrative operations (e.g. finance, HR, IT)

- Participates in formulating and administering company policies and is the lead in their enforcement.

- Direct the functions of budgeting, accounting, and reporting, financial counseling of leadership team to appraise operating results in terms of costs, budget, operating policies, trends and increased profit opportunities. Analyze revenue, profit and cash flow opportunities for the business and recommend actions.

- Administrative controls exist

- Compliance with regulatory requirements (%)

- Administrative expense/employee

Position Qualifications

Minimum Education & Experience :

- Master's degree in business; plus ten years of full-time experience leading a diverse group of support functions for a medium size organization.

- Previous experience in the role of COO preferred.

Other Skills/Knowledge/Experience :

- Must have strong business knowledge and experience with the ability to provide reports and analysis of financial position and forecasts, develop and implement strategic plans within context of the larger picture.

- Knowledge of principles and practices of modern management and administration; governmental policy, financial analysis; project management; and personnel management.

- Must be able to develop business processes and management of projects.

- Skill in planning, organizing, directing and coordinating a wide variety of activities; developing implementing and communicating policies and procedures for a large organization; implementing fiscal management policies; analyzing data, making sound recommendations and adopting effective causes of action; working persuasively and tactfully with supervisors and line staff; supervision of specialized professional staff; communicating effectively both in oral and written form.

Naveen