Delivery Head - BPO Operations - Mutual Life Insurance

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