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28/07 Subha Rajendran
Partner - Leadership Hiring at Saaki Argus & Averil Consulting

Views:390 Applications:120 Rec. Actions:Recruiter Actions:3

Delivery Head - BPO Operations - Mutual Life Insurance (16-20 yrs)

Chennai Job Code: 956357

Our client is a Global Mutual Life Insurance Organization looking to hire Head of Delivery for their Back Office Operations in India.

Essential Duties and Responsibilities :

- Overseeing Department/AM's delivery on all agreed KPI's

- Day to day client communication

- Reviewing intraday process peaks and troughs to manage resources effectively

- Weekly quality and efficiency reviews with team and process head

- Weekly /Daily productivity audits

- Daily workflow checks and prioritization of work as per TAT

- Shrinkage management as per forecast

- Client communication and reports to share department performance and productivity

- Weekly forecasting and resource planning for respective department

- Weekly /Monthly review to assess TAT set by client and propose changes if and when required

- Weekly/monthly review of SLA delivery

- Authorizing and implementing training and development requirements highlighted by team/Clients

- Resource planning for cross functional peaks

- Maintaining costs as per client and process heads guidelines

- Reviewing and resource planning to ensure costs are as per approved FTE budgets

- Identify process improvements to drive efficiencies

- Monthly /Weekly client feedback and cascade to direct reports

- Reviewing weekly team stats to maintain consistency in performance

- Project review and Management :

- Cascade and manage transition deadline's and process flow's

- KPI Delivery

- Implement and present progress update documents for all areas/new transitions

- Review and propose KPI change's as per process developments and requirements

- Define and manage group/Team structures to support business needs

Skills and Knowledge :

- Experience with transaction process, quality management and training

- Experience driving transformation and leading change management and process improvement

- Experience leading processes, delivering completion on or before deadline,

- Working in a fast-pace environment with the ability to supervise multiple initiatives/goals

- Experience in managing staff in a remote environment.

- Efficient use of resources to deliver organization goals

- Operational excellence through continuous improvement and innovation

- Strong collaboration and interpersonal skills

- Proven ability to implement change in a large organization and drive high engagement with team

- Proven ability to organize, prioritize, handle time constraints and manage shifting priorities

- Excellent analytical, decision making, problem solving and negotiation skills

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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