About this role
Employee Related:
• Manage teams and ensure that individual / team / process targets are met • Provide feedback to associates and prepare development plans for them • Motivate team members and demonstrate positive retention of talent • Assist new hires in shortening their learning curve
Operational Delivery:
• Ensure optimum staffing as required for meeting KPIs / SLAs / process metrics • Facilitate the achievement of desired KPIs as per contract • Maintain operational data (attendance, performance data, etc) and ensure that there are no open items on these deliverables • Manage work allocation as per TAT and highlight any peaks / dips in volumes, performance, etc to stakeholders • Ensure accurate and timely reporting
Client Related:
• Devise, drive and deliver value adding projects / initiatives to the business • Facilitate corrective and preventive action to address any gaps / leakages / issues or concerns raised by the business • Maintain seamless flow of communication with all key stakeholders • Maintain required documentation and audit trails for compliance requirements • Run spot audits for adherence with the above • Work as P&C domain expert for clients and business
Employer Related:
• Ensure compliance with internal policies and procedures, external regulations and information security standards • Ensure timely reporting of data (P4P, LWP, etc)
Collect and provide data required for audit requirements
• Process SLA management • People management • Client management
Bachelor's Degree or 10+2+3