The Incumbent will be responsible for:
Resource Planning Plans and monitors the resource deployment
People Development: Identifies training need for TLs, reviews training plans created by the TLs for their teams and monitors
Process definition & documentation: Provide inputs to finalize the process definition & documentation.
Revenue Enhancement: Partners with other process leads on opportunities within existing service lines for growth IN ORDER.
Deliver the Services with defined Service Level Commitments
Drive the operation effectively by following & applying the industry best practices
Drive the Escalation Management
Single point of contact for client for any escalation, projects & communication
Driving Process Improvement Program, Initiate and execute improvement and innovation programs
Drive Customer Service Management Review as well internal Management Reviews
Develop relevant, understandable and achievable yearly / quarterly objectives based on the process needs, to be cascade to team leads and defined on all levels
Integrate domain knowledge and business understanding to create superior solutions for client
Ensure the teams are aware of and adhere to company procedures and policies
10. Ensure appropriate quality controls and adherence to standards of performance through which Services are maintained,
whether operational, administrative or management activities and staff
Mentor/consult with team members, other departments, and customers on complex issues
Maintain high morale, satisfied and productive staff
Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods
Identification of growth opportunities arising from service delivery.
The candidate must be a Graduate /Post Graduate in any discipline.
Should have been a Process Manager (or an AM - Operations) at least for 2.5 year in his/her previous role
Minimum span of control 20-25 (though 30-40 would be ideal)
Prior experience in General Insurance would be preferable though not mandatory
Working knowledge of PI tools like Lean / Six Sigma would be beneficial though not mandatory
Overseas transition experience. At least 1 or 2 onsite assignment would be preferred
Should be willing to work in any shift including Night Shift.
Demonstrates strong interpersonal skills is able to build a climate of trust and a healthy working relationship
Willingness to make difficult and unpopular decisions
Good issue identification and problem solving skills both at a process level as well as while handling people
Strong with numbers sound analytical skills reflecting capability of analyzing reports / MIS
Good administrative skills eg: keeping records simple with minimum duplication