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22/02 Gagan Hayer
Consultant at Mancer Consulting Services

Views:2369 Applications:199 Rec. Actions:Recruiter Actions:15

Service Delivery Leader - BPO Operations - Insurance (10-15 yrs)

Noida Job Code: 544568

Essential Functions

- Build excellent business relationship with customer groups, peers and seniors.

- Ensure latest updated policies, procedures, are read & complied with at all times by self and other operations team members that are critical to success.

- Able to lead, innovate, implement best industry practices, motivate and work as a natural team-player in the business functions.

- Report, analyze and recommend Ops improvements in light of trends observed for disputes and queries.

- Root cause analysis of escalations to recommend changes in work flows, procedures, service levels based on customers demand.

- Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment.

- Should be able to evolve/ specify training regimen to support process training for the processes identified for transition.

- Plan, develop and implement strategy for operational management and development so as to meet agreed organizational performance plans

- Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales

- Contribute to the evaluation and development of operational strategy and performance in co-optation with the executive team

SEARCH SPECIFICATIONS - 

Professional from the Operations with at least 8-12 years working experience of which at least 7-8 years- work experience in a BPO operations environment

Competencies / Skill requirements

- Individuals with Management Degree would be clearly preferred; past background in India BPO Ops/ Indian Insurance clearly desirable.

- Understands Indian insurance Market regulations (IRDA)

- Excellent attention to detail and able to juggle multiple tasks with deftness and attention to deadlines.

- Strong operations management ability there-by demonstrating the trends in a matrix organization.

- Strong project management skills with analytical and execution orientation; Should be capable of dealing with relationships sensitively with ability to manage conflicts adroitly

- Strong communication and presentation skills ; Ability to articulate and influence internal customers with clarity of thought process is a critical requirement

- Proven success with 3-4 years of experience in Reporting / Business Analysis.

- Proficient in complete MS - Office Suite with programming background.

- Experience with Six Sigma Methodologies / Approaches

- Should be capable of building and sustaining strong relationships with his / her own team, Local Leadership, US business / process owners and Service Partners

- Monitor, measure and report on operational issues, opportunities and development plans and achievements within agreed formats and timescales

- Manage and develop direct reporting staff

- Responsible for performance appraisals of all direct reports and establishing performance objectives for direct reports.

- Coach and develop a high performance team through organizational leadership.

- Demonstrate sound judgment and fairness when administering policies and procedures.

- Work with Senior Management team on initiatives to support new business growth and overall operations.

- Assist with special projects and other duties as assigned.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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