ReSource Pro - Assistant Manager - Service Delivery

ReSource Pro is a fast growing company, recognized by Inc.500|5000, Fastest Growing Private Companies: 2009-2014 and IAOP Global 100: 2009-2015. Our growth is accelerating, with a goal to expand from 3,000 to 5,000 employees in 5 years across our delivery centers in China, India and the US.

- As a recognized leader providing innovated and integrated solutions to the insurance industry, we are in the process of transforming into a world-class service organization and well on our way. And that's why this role is so important to our organization.

- In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company - a unique opportunity for the right candidate.

- In this role, you will lead and supervise a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead department, division or company level projects to realize corporate goals and strategies.

Principal Responsibilities

Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) :

Talent Inventory :

- Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.

Client Services :

- Oversee the daily operations of each client teams to ensure client satisfaction; manage email, phone or in-person interactions with clients to maintain and enhance client relationship; execute company-wide client related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients.

Business Growth :

- Proactively seeks opportunity to improve client experience and drive business growth. Support US based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.

Problem Solving :

- Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.

Managing Projects :

- Stay well informed of corporate goals and strategies; identify and lead department, division or company level projects. Lead assigned cross-function or company-wide activities and projects.

Employee Engagement and Budget :

- Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction and business development needs. Manages priorities and budgets to meet company, department and team goals.

Others :

- Experience working in highly variable Back-Office support services/operations in Property & Casualty Insurance will be an added advantage.

- Strong Problem Solving skills, ability to communicate effectively, strong leadership skills, good People management skills, attention to details and a mindset to pursue excellence is required.

- Ability to independently manage teams operating a variety of client systems and performing a range of insurance processing tasks.

- Ability to manage the Proof of Concept (POC) period effectively to on board new clients.

- Interact with client via email or phone regularly to provide status updates, troubleshoot issues, learn new workflows and systems, and promote additional services.

- Manage and coach direct reports to be effective in both client management and people management.

- Identify, develop and retain high potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.

- Oversee the daily operations of each client teams to ensure client satisfaction; manage email, phone or in-person interactions with clients to maintain and enhance client relationship.

- Proactively seeks opportunity to improve client experience and drive business growth. Support in acquiring new clients and developing existing clients.

- Resolve high impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.

- Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction and business development needs. Manages priorities and budgets to meet company, department and team goals.

- Good Interpersonal Skills & command over English (verbal and written).