WNS - Assistant Manager - Insurance

- Process management: Responsible for management and coordination of overall operations for team handling Insurance Claims related activities, SLA delivery across all processes, quality and general administration.

- Team Management and People Development:

- Lead & motivate the team and ensure their development through direct coaching/feedback wherever required.

- Support learning and development initiatives, provide coaching and counselling, drive staff motivation and retention programs. Effectively implement rewards/recognition, appraisal & incentive programs.

- Create cross-functional teams to drive versatility and encourage team building.

Key Role Accountability :

- Ensuring all business requirements are met within specified timeframes to maintain service level arrangements.

- Ensuring individual and team output is as per the set quality standards.

- Zero to minimal escalations or breaches

- Display high levels of customer service to facilitate prompt resolutions.

- Engage and build strong relationships with relevant internal and onshore stakeholders.

- Coaching and performance improvement of staff in bottom quartile

- Coaching and development of SMEs to ensure talent and knowledge retention.

- Provide timely feedback to ensure there is no drop in individual and team performance.

- Good understanding of the Quality Framework and principles

- Familiarity with IT ways of working and experience in liaising between business and IT

- Internal co-ordination with Projects & Support teams to identify areas of opportunity to uplift individual and team performance.

- Adherence to agreed frequency and content of MI reporting both internal and external.

- Conducting monthly one-to-one of direct reportees to ensure timely performance feedback is provided and any EWS identified and reported.

- Leave management to ensure shrinkage is within acceptable limits. " Team Leading experience 2+ plus with team size of 20-25 members.

Domain - Insurance - General, Motor, P&C, Underwritting, Claims