01Responsibilities
- Lead and manage a team of 50-100 resources and 2-3 Team Leaders, overseeing the entire US insurance process for General and Commercial lines.
- Take end-to-end responsibility for the whole process, ensuring operational efficiency and high-quality service delivery.
- Oversee Process Management, ensuring adherence to established procedures and identifying areas for improvement.
- Manage MIS Reports and analyze daily team operations, KPIs (Key Performance Indicators), and similar metrics to monitor performance and drive continuous improvement.
- Ensure client service level agreements (SLAs) are met consistently.
- Foster a high-performance culture within the team through effective leadership, coaching, and mentorship.
- Handle escalations and complex issues, providing timely and effective resolutions.
- Implement strategies to optimize team productivity and efficiency.
Skills Requirement:
- 7+ years of experience in General Commercial Insurance.
- Minimum 2 years of experience in team handling (managing a team of 50-100 resources and 2-3 Team Leaders).
- Excellent communication skills, both verbal and written.
- Proven experience in Process Management.
- Expertise in managing MIS Reports and daily team operations, including understanding and analyzing KPIs and similar metrics.
- Background in the BPO/KPO Industry is preferred.
- Comfortable working in US Shifts.
QUALIFICATION:
- Bachelor's degree or equivalent practical experience. .
