Job Description

Job Summary

Purpose of the role

• To manage and motivate operations team at offshore and ensure all deliverables are met
• To provide training / regular updates to the team members on changes to the processes and procedures
• To coordinate with onshore teams where necessary and act as a point of contact
• To drive conduct risks and ensure fair customer outcomes
• To supply appropriate management information as and when required
• To work to continuously improve performance of the team

Key Responsibilities

Key tasks and responsibilities

• To manage operations team handling simple to medium to high Complex activities
• To be responsible for meeting SLAs and other deliverables
• To coordinate activities between multiple support groups to ensure adherence to Service Levels & SLA cut-offs
• Process Management and ensure day-to-day delivery
• To monitor and report on process compliance and Service Delivery
• To be able to promptly answer support related emails, phone calls and other electronic communications
• To Manage a Team of 10-15 members
• To develop a plan for the team to use to reach its goal
• To ensure process training is available for those responsible for executing the in-scope activities
• To listen to team members' feedback
• To have one-on-one and regular feedback sessions with the employees; ensure proper feedback is provided and appraisal cycle is closed on time for all reporting employees
• To ensure full deployment of performance management processes like mentoring, coaching, one-to-one sessions, etc.
• To maintain the attrition level to the minimum through maintaining high employee motivation level and continuous employee development
• To create plans, and conduct reviews; provide guidance and troubleshooting

Skill Requirements

Education/Qualifications/

Training

Essential

• Graduate in any stream
• Certification in Insurance from international institutes like CII, LOMA etc.

Desirable

• Green Belt Certification
• CFA Certification from CII, UK

Specific Job Skills

Essential

• Understanding of Operational Processes and procedures
• Hands-on experience with MS Office
• Knowledge of operating within a workflow management environment
• Excellent communication – verbal and written
• Analytical skills
• Ability to inspire and motivate people to achieve high standards
• Resource Planning
• People development
• Knowledge of HR policies and procedures

Desirable

• Working with Excel based Macros
• Understanding of Workbench tool and client systems

Other Requirements

Essential Experience

• Minimum 4 years of experience in Insurance Operations
• Minimum 1 year experience as Team Leader managing Insurance Operations
• Experience in handling transition

Desirable Experience

• Experience in working at client site