GM/AVP - BPO Operations - Insurance Vertical

Job Description:

- Will be heading and providing functional leadership to the operations of the BPO team

- Overall accountability for the entire insurance BPO operation of multiple customers with multiple shift operations.

- To manage the operational activities and challenges of allocated BPO divisions and ensure resources match workloads to provide cost effective, high quality service within agreed SLA's and timeliness.

- Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels of the BPO division through strategic interventions.

- Create, mentor and lead an effective BPO team of Operations Managers / Senior Managers.

- Build and maintain effective long-term relationships with key members of the client team.

- Be prepared to innovate and actively seek out-of-the-box solutions.

- Will drive business and interfaces with the clients.

- Will be responsible for continuous business process improvements.

- Product goals achievement

- Provide customer service expertise and thought leadership across processes

- Determining project roadmap

- Driving product improvements through Product benchmarking and analyzing market data and trends.

- Develop resource plans commensurate with project deliverables and work with Human Resources and Staffing to define and hire right skills for the product.

- Identify opportunity for growth of the product and participate in transitions.

- Driving best practice sharing through processes

Knowledge & Skills:

- Good knowledge of key technologies and processes

- Good knowledge of appropriate insurance products and services, can recognize sales opportunities

- Good understanding of customer services roles and responsibilities

- Excellent knowledge and understanding of customer services strategy and challenges

- High degree of problem solving skills to resolve problems in a multi product/service environment

- Excellent communication skills

- Ability to interact at all levels

- Ability to focus on long-term direction of the company whilst solving current and often complex re-sourcing issues

- Strong analytical and problem solving skills

- High degree of resilience - not afraid to identify and take tough/unpopular decisions as required

- Sound man management skills

- Excellent stakeholder management skills

- Excellent influencing and negotiation skills