Operations Manager

MANAGER- OPERATION

Under the direction of the Senior Manager / Asst. Vice President, this role is primarily responsible in managing operations and performance of the team to ensure all agreed SLA’s and KPI’s are met. This job also includes direct client interactions for any questions and issues around SLA’s. The role continually involves coaching, training and developing supervisors and senior executive’s; promoting client and employee retention initiatives.

Description for Internal Candidates

Under the direction of the Senior Manager / Asst. Vice President, this role is primarily responsible in managing operations and performance of the team to ensure all agreed SLA’s and KPI’s are met. This job also includes direct client interactions for any questions and issues around SLA’s. The role continually involves coaching, training and developing supervisors and senior executive’s; promoting client and employee retention initiatives.

Responsibilities for Internal Candidates

Essential Functions

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 performance review of Agents and Assistant Managers

Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development 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

Qualifications for Internal Candidates

Technical Skills

Above average knowledge of MS Office applications like – PowerPoint, MS Word and MS Excel

Basic Skills on Minitab

Internet usage and email access

Basic knowledge in forecasting and scheduling

Contact center management

Understanding of risk management and compliance requirements to ensure operations adhere to legal, regulatory, and industry standards.

Proficiency in using relevant data analysis and reporting tools to monitor operational performance metrics and identify areas for improvement.

Expertise in operations management methodologies, such as Lean or Six Sigma, to drive process improvements, increase efficiency, and reduce costs.

Domain Knowledge in respect to employee's current line of business

Process Specific Skills

Knowledge of the Insurance business in various industry domains

Soft Skills (Minimum)

Reasonable level of business perspective regarding the internal functioning of BPO / EXL. Adaptability and flexibility to navigate changes in business priorities, industry trends, and customer needs.Self-disciplined and results oriented

Collaboration and teamwork skills to build relationships across departments, facilitate cross-functional cooperation, and drive successful outcomes. Effective delegation skills to assign tasks and responsibilities to appropriate team members, leveraging their strengths and fostering development.

Strong organizational and time management skills to prioritize tasks, meet deadlines, and manage multiple projects simultaneously.

Decision-making skills to make informed and timely decisions based on data and business objectives.

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

Data gathering ability / Keen eye for detail

Analytical skills

Operational planning and process management

Ability to multi task

Ability to approach problems logically

Interpersonal Skills

Customer Service Focus

Coaching and mentoring skills

Basic domain knowledge