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01/02 HR
HR at Michael Page

Views:861 Applications:224 Rec. Actions:Recruiter Actions:0

Head - Delivery Operations - Insurance KPO (16-20 yrs)

Chennai Job Code: 887471

Industry : Insurance

Job Description :


- Looking for Service Delivery Manager and Operations management candidates


- Looking for Service-Level Agreements (SLA), CRM, Offshoring insurance candidates

Client Details :

- Our client is one of the global leading insurance company with offshore unit in India at various location.

Description :

Reporting to the VP Operations, you will be responsible for :

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

- Reviewing intra day process peaks and troughs to manage resources effectively


- Weekly /Daily productivity audits


- Daily workflow checks and prioritization of work as per TAT


- Shrinkage management as per forecast and 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 and 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


- Reviewing weekly team stats to maintain consistency in performance


Project review and Management :

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


- Operational excellence through continuous improvement and innovation

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

- Solid understanding of BPO industry

- Demonstrated background of taking appropriate, calculated risks and working them to the advantage of the organization

- Knowledge of business systems and their interfaces required.

Profile :

Looking for candidates from Insurance background only and desired candidates should have offshore experience with the following :

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

Job Offer :


Growing Opportunity in a fast paced environment

Page Group India is acting as an Employment Agency in relation to this vacancy.

Contact - Anshul Bhardwaj - +91 (0) 124 452 5426

The Apply Button will redirect you to website. Please apply there as well.

Women-friendly workplace:

Maternity and Paternity Benefits

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