Head - Delivery - Claims Operations - BPO

Role:

- 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

Education and Experience:

Education: Bachelors degree/Master's degree

Preferable: Green/Black Belt, PMP etc

Experience: 16yrs to 20yrs

Work Location : Gurgaon

- 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

- Willing to work in Shift- 5 pm to 2 am