Insurance Delivery Manager - BPO

JD:

Role Description : Owns delivery targets vis-à-vis service delivery, customer satisfaction, financial metrics, people development, etc. & shapes delivery strategies to ensure operational excellence.

Driving Excellence through Service Delivery in the Unit:

- Owns service delivery in a account in the Vertical or Horizontal / large customer or Client Honeycomb as the case may be

- Implements iQMS, UPP and other Process/Project management tools to manage delivery excellence and enable customers “Experience Certainty”.

- Reviews milestones & Service Level Agreement (SLA) dashboards for accounts, resolves slippage issues, if any, with operations managers.

- Ensures filling up and review of PHI on a daily basis to proactively spot issues and resolve them to bring about a “Zero Surprise” rigor on the floor.

- Integrates all support functions – Process Automation, Infrastructure, HR, Quality et al to bring about rigor on the floor and delivery excellence.

- Closely integrates with the IT leadership generally and in all IT BPO accounts for synergistic value delivery to all clients as well as operational excellence.

- Inculcates and nurtures a buddy approach where in the BPO (Business User) Associate and the associate in IT (Maintaining that application) are synergized

- Ensures mitigation plans for ensuring slippage / service credit-free delivery are in place while creating focus on efficiency, productivity & quality

- Addresses escalated service delivery issues, requiring senior management intervention as appropriate

- Ensures utilization level in the unit is optimal

- Encourages and drives – COP (Communities of practice) initiative for the account. Ensures Knowledge Management and Innovation thru – eknowledgebase, Case lets creation, Knowmax, Digitization of processes, workflows, reports, Quality etc for the unit

- Reviews transition related metrics & takes necessary action where required

- Provides leadership in Continuous Improvement, ISO adherence, Six Sigma and Lean initiatives across accounts in the honey comb & leverages best practice sharing across Honeycombs & locations.

- Ensures effectiveness of service delivery-related training to team

- Ensures timely reporting of daily metrics, ups and downs consistently across all accounts in the Honeycomb.

- Integrates with the Branch Operational Excellence parameters – H1/H2, Time Sheets, LAM 125 strategies, SWONs, Budgets etc.

- Creates, Monitors and Updates RMR (Risk Management Review) on periodic basis.

- Translate Gold SIPOC for the customer for value creation

Ensures Financial Discipline:

- Ensures complete control over WON’s related to Headcount, Span of Control, Open Positions fulfillment

- Stays focused on improving lead-time in reduction and conversion of non-billable to billable resources

- Owns revenue targets for the unit & ensures achievement with less than 3% variance Q-o-Q.

- Ensures EVA related targets (relating to % compliance to cost-budget, billable v/s non-billable ratio, % of unallocated staff, etc.) are achieved

- Ensures accurate & timely billing & compliance to time sheets

- Improve profitability by managing cost

- Predictability with regards to revenues, profits – budget

Customer Relationship Management:

- Interfaces with Relevant customer stakeholders based on governance charter

- Ensures customer satisfaction levels for accounts in the unit are high, conducts periodic VoC surveys to measure the same

- Follows the team charter, maps to the client leadership and maintains a calendar of customer interaction Q-o-Q.

- Interfaces with customers to address escalated concerns where appropriate

People Management & Development:

- Ensures that associates with potential for leadership roles are identified at different levels of the BPO organization in the unit

- Ensures Fluidity Plan design and implementation to enable consistent release of associates for new roles, training, relationships etc.

- Facilitates the identification & development of effective leaders. Through effective mentoring / coaching ensures second level of leadership in the unit is developed

- Sets reasonable, challenging and clear performance goals for direct reports, communicates expectations clearly, monitors performance & provides appropriate feedback

- Monitors associate morale periodically through dip-stick / skip-level meetings, open houses, etc.

- Upholds the Tata Value Systems in dealing with all associates in the Honeycomb

- Ensures practices for spot recognition are deployed in projects

- Ensures adequate team-building activities such off-sites, team lunches, etc. happen on a periodic basis

- Encourages initiatives to foster work-life balance & make the work-environment lively

- Ensures career aspirations of associates in the unit are tracked & clear career paths are communicated

- Drives a proactive security environment ( Data, People, Information ) in the Operation

Business Continuity Planning (BCP):

- Ensures business continuity plans are in place for processes based on client requirements in the unit & ensures periodic review of the same

- Ensures successful deployment of business continuity plans in contingent situations

Creation of Assets & Methodology:

- Encourages best practice sharing within and outside teams

- Ensures that reusable and document assets are created in engagements & shared as appropriate – Knowledge Management

- Ensures best-practices, ensures standardization & replication of processes

- Monitors how many reusable assets has been used in the unit

Staffing:

- Reviews workforce plans for the unit & ensures implementation of the same within the planned time & budget

- Ensures Span of Control, Open Positions fulfillment thru weekly reviews with BRM, on the floor, Sales, BD teams for new opportunities

Business Planning:

- Provides inputs as required for revenue budgeting

- Ensures planning & rolling forecast for:

- Infrastructure & technology

- Manpower

Business Development Support:

- Participates in client presentations to showcase organization's depth of delivery expertise / capability

- Ensures that sales collateral such as case-studies, whitepapers, etc. based on engagements in the unit are created & shared with stakeholders

- Ensures client visits / floor walks to delivery site are managed well & center delivery capabilities are appropriately projected

Administrative matters:

- Ensures inter-departmental co-ordination in the delivery unit

- Ensures concerns related to physical infrastructure, transport / travel logistics, etc. are appropriately addressed

- Integrates with shared services at Branch level like Admin, IDM, ISM, etc

Personal Development:

- Monitors gaps in one's own required competencies & creates a development plan vis-à-vis one’s current / aspirational role in discussion with manager

- Enrolls for relevant learning / development programs to bridge competency gaps.

Duration of the assignment : On going

Qualifications:

- Bachelor’s or Master’s Degree

- Masters in Management or Business Administration will be an advantage

- CII Certifications desired (CF1, FA1 & FA2).

Skills:

- Should have worked in large Program management / customer relationship management for at least 5 years. Project Management and Delivery experience ( Preferably ADM / ERP and production support project

- Should have had experience / exposure to Business Development / Presales support and solutionining at least for 2.5 years with a good handle on Operations and with some exposure to BPO.

- Experience / Exposure / knowledge to any particular domain in TCS will be an added advantage

- business leadership and delivery management with P&L ownership, strong people management skills

- Experience of Transition/Knowledge Transfer etc is highly desirable

- Excellent Communication and Interpersonal skills

- Six Sigma, CQSA, PMI or any other quality / domain certification will be a added asset.

If the above profile suits you, please forward your updated resume along with the below mentioned details:

Current location:
Ready to relocate to Mumbai:
Educational Qualification (Subject - % - University – Year):
Pls Specify if Graduation Part-time:
Experience in consulting:
Exp in Insurance:
Total exp:
Span of control:
Current Company:
Current Designation:
CCTC (Fixed + variable):
Last month Salary Drawn (Gross/ Net):
ECTC:
Notice Period:
Date of Birth:

Shelly Chaudhry
Wizecareers Consultants
www.wizecareers.com
http://in.linkedin.com/pub/shelly-chaudhry/12/457/a11
09703957543