Senior Operations Manager - Non Voice Process - Insurance/Healthcare/BFSI

Non Voice Operations

Female candidates are preferred for the role

Requires working in North American Shift Timings

Role Description

Responsible for the day to day management of multi-site teams, multiple functions, and multiple shifts for operations. Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met.

Education/Experience

- Minimum Graduate

- Relevant qualifications in Operations/ Business Management preferred

- Minimum 10 years of industry Customer Service experience in North America Non Voice Ops (insurance preferred)

- Should be currently working in the capacity of a Senior Manager / similar designation/ or as a Manager for atleast 2-3 years

Skills/Capabilities

- Leadership experience of managing a team size of at least 80, ability to work in an environment of multiple priorities and conflicting deadlines

- Customer service focus, Strong people management and leadership skills

- Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow

- Ability to build strong relationships with others across business and technical communities.

- Process improvement experience using a methodology

- Accomplishments in process optimization, operations management, and client servicing & team management with key focus on cost control, revenue maximization, and strategic planning & change management

- Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.

- An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude

- Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring nos

Responsibilities

- SLA & KRA Performance Management

- Manage workflow and resources to consistently meet our service standards even under pressure situations

- Provide support on escalated cases and Handles service recovery situations

- Participates on process improvement initiatives for business units

- Lead small departmental projects or initiatives that support departmental goals

- Help staff assess their career objectives and developmental needs in achieving those objectives

- Develop contingency strategies and plans for staffing changes

- Identify causes for non-achievement of SLAs, develop solutions and execute the same

- Employee engagement plans for improved Retention

- Establishing Governance Model

- Manages FTEs, SME, TL and AM, Managers levels based on budget requirements & direction provided by Leadership team

- Create an environment of innovation and creativity that leads to continual process and service improvements

- Develop teams capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels.

- Commercial

- Publish weekly revenue flash highlighting Rev loss if any & Action Plan

- Controlling budget on Incentive, Transport, Employee Engagement;

- Develop models on Incentive structure for R&R.

- Basic Understanding of Process P&L

- Resource Planning

- Lead and inspire multiple teams under severe constraints

- Capacity Utilization - trends, attrition, projected ramp-ups, metrics

- WFM Management Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages & tracking AHT)

- Client Interface

- Builds strong relationship with business unit leaders

- Daily touch points with onshore partners on key performance areas

- Business Reviews (WBR / MBR) with the onshore on performance

- Provide various timely reporting to Business Heads on production, overtime, FTEs, savings etc