Head – Delivery – Claims Operations – BPO (16-20 yrs)


– Overseeing Department/AM’s delivery on all agreed KPI’s

– Day to day client communication

– Reviewing intra day process peaks and troughs to manage resources effectively

– Weekly quality and efficiency reviews with team and process head

– Weekly /Daily productivity audits

– Daily workflow checks and prioritization of work as per TAT

– Shrinkage management as per forecast

– Client communication and reports to share department performance and productivity

– Weekly forecasting and resource planning for respective department

– Weekly /Monthly review to assess TAT set by client and propose changes if and when required

– Weekly/monthly review of SLA delivery

– Authorizing and implementing training and development requirements highlighted by team/Clients

– Resource planning for cross functional peaks

– Maintaining costs as per client and process heads guidelines

– Reviewing and resource planning to ensure costs are as per approved FTE budgets

– Identify process improvements to drive efficiencies

– Monthly /Weekly client feedback and cascade to direct reports

– Reviewing weekly team stats to maintain consistency in performance

– Project review and Management :

– Cascade and manage transition deadline’s and process flow’s

– KPI Delivery

– Implement and present progress update documents for all areas/new transitions

– Review and propose KPI change’s as per process developments and requirements

– Define and manage group/Team structures to support business needs

Education and Experience:

Education: Bachelors degree/Master’s degree

Preferable: Green/Black Belt, PMP etc

Experience: 16yrs to 20yrs

Work Location : Gurgaon

– Minimum 10 years of experience with transaction process, quality management and training with minimum 3 or more years in leading 50+ staff.

– Experience driving transformation and leading change management and process improvement

– Experience leading processes, delivering completion on or before deadline,

– Working in a fast-pace environment with the ability to supervise multiple initiatives/goals

– Experience in managing staff in a remote environment.

– Efficient use of resources to deliver organization goals

– Willing to work in Shift- 5 pm to 2 am


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