Manager - Service Delivery - BPO/ITeS

Our Client are the Captive shared service center of a global insurance organization with operations in multiple countries.

There are roles for US Shift :- (Night Shift 7pm to 4am)

There is role for UK Shift for Policy Renewal process/AML and KYC process.

MANDATORY ASK:

- Minimum 10 Years Of Experience In The Ites Sector .

- Prior Work Experience In Uk/Us Insurance Domain Is Mandatory.

- Experience In Handling Voice Based Contact Centre Across Geographies.

Role and Responsibilities :-

- 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.

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes Manage client relationships and escalations.

Additional Responsibilities :-

- Conduct regular meetings with team 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 & team managers

- Oversee staff domain certifications

- Ensure completion of process certifications by all staff (Team managers & associate ) within pre-defined timelines

- Liaise with recruitment team for recruiting new team members

- Identify & facilitate movements within the division for team managers

- Explore opportunities to move processes to the smaller centers in GSC

- Participate in special projects/organization wide initiatives

Qualification and Experience :-

- 10-14 year work experience, predominantly in Insurance sector with in-depth knowledge of value chain.

- Minimum one year of experience in a managerial role in GSC

- Well versed with the application of process improvement tools

- Graduate/PostGraduate in any discipline. Any Insurance certification/designation will be a plus

- Experience in handling Contact Center team members across geographies and projects is a must

- Ability to thrive in fast paced, multi-tasking environment and to manage multiple deadlines

- Willingness to work in US shifts or UK shifts

- Prior work experience in UK/US Insurance domain

- Onsite transition experience