Job Designation: Senior Group Manager - Operations - lloyd's of london domain
Experience: 10 to 12 years of BPO experience - primarily in the Lloyds domain
Job Location: Pune
Job Description:
- Lead Operations for a Lloyds of London client/s for Specialty lines of business
- Capacity planning and staffing plans for the process based on medium term business forecast.
- Negotiating and finalizing SLA's with the Client.
- Managing the P&L for this account and ensuring adherence to SLA Deliverables.
- Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.
- Improving Processes using quality improvement tools - Improvement Goals like Six Sigma, Lean Initiatives.
- Establishing a review/ reporting mechanism with the Client.
- Developing and approving incentive plans.
- Be a Champion for black belt improvement projects.
- Develop case studies, show case the business and participate in business acquisition.
- Review progress of attrition action plans and check effectiveness.
- Provide leadership to team of managers, Assistant Manager and associates.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Performance development of team members and counseling for performance including attrition management.
- Responsible for retention and succession planning for process
- Support the Transition and Capability team in Process Due Diligence, Process discovery and migration
- Build Lloyds of London capability within the organisation .
Knowledge / Qualifications:
- Graduate / Post Graduate in Management.
- Lloyds of London certification will be an added advantage.
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