The Role:
Operations Manager ( General Insurance)
Key Responsibilities:
A (General Insurance - GI) Operations Manager (OM) for a back-office operation. The OM we are seeking is a passionate leader, who will strengthen the existing partnership with a Global Insurer.
The OM will operate and foster a one team model, that will cover services for APAC and EMEA regions cutting through various life cycle of a commercial GI policy
Skills Required:
- P&C Insurance Process and Insurance producer management services Experience
- Work Experience (min 3 years must)
- Provide insurance back-office services to APAC and EMEA regions
- Manage the team of 40 FTEs/Employees
- INS Certifications or equivalent P&C insurance certifications preferred
- Owns Capacity and Shift Planning is appropriately done with minimal impact to business + Daily allocation of work based on priorities agreed with customer
- Attendance and Leave management
- Timely management and resolution of chasers/escalations from Onshore
- SLA Compliances: Owns delivery of services as per prescribed guidelines and timelines in order to meet SLA targets
- Participates / supports the TL in the daily huddles, provides training / inputs on processes/ business to the team in order to ensure delivery predictability
- Process Compliance: Owns and executes transaction processing in order to meet quality standards.
- Owns and Conducts QC / QA programs as part of the quality plan on RFT measures
- Customer Interaction: Chairs weekly customer engagement sessions to review volume, SLA outcomes
- Owns and resolves escalations at the process level in order to ensure high customer satisfaction
- Process Reengineering: Is extremely continuous improvement centric. Participate in the ideation process and produces the documentation and trains the team on the reengineered process in order to meet client and internal commitments on a continuous basis
- Talent Management (People Management): Supports the TL by training people on process/ domain as part of the growth plan in order to ensure high E-Sat
- Will be employee centric and will nurture and retain talent
- Ensures that Compliance standards are met, regarding Data Protection
- Adhere to Client specific policies and compliance regulations
- Focus on customer service and aim for zero complaints
- Ensure complete, transparent and frequent communication with the business
Technical Skills :
- Excellent in MS Office suite: MS Excel, MS PowerPoint
Qualifications & Experience:
- Graduate and above
- Minimum Experience Required 2-3 years in General insurance
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