REF60801Y - Voice Process Insurance - Group Manager - Operations - Pune
REF60801Y - Voice Process Insurance - Group Manager - Operations - Pune
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Job Description
PURPOSE:The Group Manager is responsible for deliverables pertaining to delivery of daytoday motor insurance claims operations. WORK EXPERIENCE: Around 36 months of experience in outsourcing environment across any industry vertical and managing diverse teams of 50 to 70 FTEs. Knowledge in Insurance Motor claims will be an added advantage. Shifts operate between 12:30AM IST till 3:00PM IST and will be Australian and New Zealand Business working hours(APAC Region) Minimum 12 to 18 months in a Deputy Manager role preferably in an Australian/New Zealand Insurance geographies Last appraisal rating A1/A2 or B1/B2 DUTIES / RESPONSIBILITIES and Scope of work Stakeholder engagement Client Management and deliver key stakeholder projects. Team Management and People Development Responsible in monitoring the team and regularly motivate and support the team by providing feedback at regular intervals to ensure their development and with effective rewards and recognition. Team player with a ready disposition to learn. Operations & Process management Responsible for the daytoday deliverables adherence to SLAs across various lines of business delivering on quality and key client projects. Coordinating between different processing teams and resolve issues & queries both offshore & onshore. Preparing different MIS SLA & KPI reports on a periodical basis. Compliance and Quality Deliverables Operational Development and Continuous Improvement Co ordinating with the quality team in ensuring the process improvement in place and improve the quality of the deliverables. Continuously engaging with the team to improve the current BAU and improve the efficiency of the processes. Customer Satisfaction Proactive and excellent client management skills in handling service delivery issues or potential delays in achieving deadlines by keeping the relevant parties informed and having regular interaction with the top management and ensuring good CSAT scores. Maintain good working relationship with onshore peers by having regular scheduled calls. Risk / Controls To have a regular review on the associated risks and to ensure sufficient controls are in place. Transformation Innovation and Process Improvements Ideas Driving the team to identify areas of improvement in processes owned and ensuring the approval from the management to implement change. Behavioral Competencies Commitment and reliability Versatile and adaptable. Work under tight deadlines and pressure to deliver within timelines. Decision making ability & Attention to detail. Professional mannerisms Customer Centricity. Communication Skills Good clear and concise communication & coordination between team members. Adapts communication style to handle complex on the spot questions from customers or internal stakeholders. Communicates complex issues clearly and credibly with widely varied individuals within and outside organization. Qualifications Graduate/Postgraduate or equivalent professional with minimum 3 Years of relevant experience Job Location Pune
Qualifications :
Graduate/Postgraduate or equivalent professional with minimum 3 Years of relevant experience
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
