InnoQuest Consulting is a Core team of seasoned Talent Acquisition professionals with experience across diverse industries ranging from IT, ITeS, Banking & Financial Services and Telecom with team's core expertise in Mid / Senior Management &Leadership hiring.
About our Client:
Our client is a KPO and specialises in non voice Insurance processes
Role : Operations Manager
Criteria :
Must have :
- Minimum ten years of experience in the ITES sector
- Minimum four to five years of experience in a managerial role (Must have experience in managing a span over 150+)
- Graduate from a recognized university & relevant
- Relevant experience in Credit Control / General Insurance processes only
- Well versed with the application of process improvement tools
- Should have an done at least 1-2 transitions
- Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects)
- Related industry certifications
- Prior work experience in UK/US Insurance domain
- Post-graduation in any discipline
Position Description :
To serve as a member of the leadership group & own responsibility & accountability of two or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage process manager & team leaders
This position will report in to the Sr. Manager
Accountabilities :
- Process Management & Improvement
- People Management
- Customer Service & SLA Delivery
- Strategic Initiatives
Responsibilities :
Process Management & Improvement :
- Drive & achieve productivity enhancements
- Own weekly/monthly management reports & highlight relevant gaps &/or concerns
- Responsible for scoping, identifying new areas of work
- Oversee migration & stabilization of new processes
- Periodically review process & regulatory requirements & ensure compliance
- Review FTE requirements, shift plans & capacity planning
- Initiate, Execute & Facilitate process improvement initiatives/projects
- Lead Org wide projects across locations
- Integrate domain knowledge & business understanding to create superior solutions for the client
- Must clear at least one certification a year
People Management :
- Conduct regular meetings with process managers & resolve concerns
- Conduct skip level meetings with team members & resolve escalations
- Own rewards & recognition schemes for assigned processes/teams
- Oversee L&D trainings for self & process managers
- Oversee staff domain certifications
- Ensure completion of process certifications by all staff (Process managers, Team leads & associate ) within pre-defined timelines
- Liaise with recruitment team for recruiting new team members
- Identify & facilitate movements within the division for Process Managers
Customer Service & SLA Delivery :
- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes
- Manage client relationships and escalations
Strategic Initiatives :
- Explore opportunities to move processes to the satellite office
- Participate in special projects/organization wide initiatives
Skills & Competencies :
- People Management
- Transformational Leadership/Strategic Thinking
- Process Focus
- Client Management
- Innovation Focus
- Ability to learn & drive change
- Impact & Influence
Didn’t find the job appropriate? Report this Job