- Process management-Responsible for management and coordination of overall operations, SLA delivery across all processes, quality and general administration for a very key Insurance data process.

- Client interaction- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.

- Manage conference calls/other communication with the client and build a rapport with key client contacts.

- Team Management and People Development -Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counselling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

- P and L accountability.

- Farming, supporting new business initiatives.

- Internal co-ordination with Projects and EU's to meet SLA standards.

- Transitioning support.

- Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

COMPETENCIES/ SKILL SET:

- Solid operations management experience.

- Experience working in milestone and deadline driven environment

- Ability to influence leadership, work with people and drive towards common solutions and issue resolutions.

- Experience in coaching to ensure teams are delivering their projects.

- Experience in Quality Management

- Excellent communication and presentation skills.

- Good numerical and analytical ability.

- Proven business acumen

- Familiarity with IT and experience in liaising between business and IT

DESIRED SKILL-SETS - 

- Total 15-20 years experience in the BPM Industry.

- Exposure to managing large geographically dispersed team with experience in managing multiple clients/stakeholders from client organization

- Preferred: Experience within the Utilities Domain

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