Operations Manager Insurance
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
Criteria :
Must have :
- Minimum eight to ten years of experience in the ITES sector
- Minimum four years of experience in a managerial role (Must have experience in managing a span over 50)
- Graduate from a recognized university & relevant
- Well versed with the application of process improvement tools
Good to have :
- Related industry certifications preferred
- Prior work experience in UK/US Insurance domain
- Post graduation in any discipline
- Onsite transition experience
Position Description :
To serve as a member of the management & own responsibility & accountability of one or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates
This position will report in to the Sr. Manager
Accountability :
- 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
- 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
- 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/team leaders & resolve concerns
- Conduct skip level meetings with team members & resolve escalations
- Own rewards & recognition schemes for assigned processes
- Oversee L&D trainings for self & Process Managers
- Oversee staff domain certifications
- Ensure completion of process certifications by all staff (Process Managers & Team leads ) within pre-defined timelines
- Liaise with recruitment team for recruiting new team members
- Identify & facilitate movements within the division for team leads
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 and lead in special projects/organization wide initiatives
Skills & Competencies :
- Strategic Thinking
- People Management
- Transformational Leadership
- Process Focus
- Client Management
- Innovation Focus
- Ability to learn & drive change
- Impact & Influence
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