Senior Consuerltant Lateral Hiring at eHelium Advisory Services
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Delivery Head - Life Insurance Process - BPO (16-23 yrs)
Delivery Head - Life Insurance
We are hiring for a Diversity candidates for a leading insurance company, Chennai for Delivery Head.
Essential Duties and Responsibilities:
- Overseeing Department/AM's delivery on all agreed KPI's
- Day to day client communication
- Reviewing intra day 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:
- 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
- Highly effective verbal and written communication skills (English)
- Team leadership; demonstrated ability to effectively manage people through tight deadlines and high pressure customer service oriented organization
- Solid understanding of BPO industry
- Confidence and skill to influence individuals at all levels of the organization
- Demonstrated background of taking appropriate, calculated risks and working them to the advantage of the organization
- Knowledge of business systems and their interfaces required.
Education and Experience:
Education: Bachelor's degree/Master's degree
Preferable: Green/Black Belt, PMP etc
Experience: 16yrs to 20yrs
Work Location : Chennai
- Minimum 10 years of experience with transaction process, quality management and training with minimum 3 or more years in leading 50+ staff.
- 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
- Prefer experience from insurance domain
- Prefer experience from insurance domain
Sivakumar Vedachalam | Delivery Head
Mobile: 8523979171
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