Basic Function

People Management, Process Management and Client Interaction

Performance Parameters

• Improved Gross Margins
• Employee Satisfaction, people development and morale.
• Building people capability
• Attrition within target levels.
• Improvement in quality and productivity.
• Process performance – as per KPIs over the month.
• Customer Satisfaction.

Role/Responsibility

• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them. 

• Documented monthly/half yearly performance review of Assistant Managers.

• Execute quarterly and annual appraisals of Assistant Managers and consequent development of processes effectively.          Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL

• Drive reward and recognition activity on the floor. Get participation and create enthusiasm.

• Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.

• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.

• Stay in touch with the Client at the Process Owner level on a daily basis to review progress.

• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies & Skills

1. Strong people management and leadership skills.

2. Capability to conduct an appraisal discussion and assess different levels of performance and potential.

3. Capability to communicate with large teams.

4. Process Excellence Methodology.

5. Appreciation of the domain needs of the process and its key drivers.

6. Reasonable level of business perspective regarding the internal functioning of BPO/EXL.

7. Good networking capability and Client facing skills.

8. Strong knowledge of US Property and Casualty Insurance is a mandate. Experience in Claims domain will be preferred

9. Experience of transitioning/managing Claim processes in the past/current profile will be an added advantage

Values & Behavior

1.           Customer Service orientation.

2.           Quality Orientation.

3.           People oriented.

Education Requirements

• Graduation (in any stream) or diploma with a minimum of 15 years of education.

• Green Belt certification/Knowledge of quality tools and systems (preferred) 

Work Experience Requirements

• Overall, 5 years+ of work experience in operation Management. Candidates should supervisory experience, preferably in the US P&C Insurance domain.