Manager – Service Delivery – BPO/ITeS (8-13 yrs)

  • Full Time
  • Pune
  • Full Time
  • Pune

Our Client are the Captive shared service center of a global insurance organization with operations in multiple countries.

There are roles for US Shift :- (Night Shift 7pm to 4am)

There is role for UK Shift for Policy Renewal process/AML and KYC process.


– Minimum 10 Years Of Experience In The Ites Sector .

– Prior Work Experience In Uk/Us Insurance Domain Is Mandatory.

– Experience In Handling Voice Based Contact Centre Across Geographies.

Role and Responsibilities :-

– Drive & achieve productivity enhancements.

– Own weekly/monthly management reports & highlight relevant gaps &/or concerns.

– Oversee migration & stabilization of new processes.

– Periodically review process & regulatory requirements & ensure compliance.

– Review FTE requirements, shift plans & capacity planning.

– Initiate, Execute & Facilitate process improvement initiatives/projects .

– Integrate domain knowledge & business understanding to create superior solutions for the client Must clear at least one certification a year.

– Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes Manage client relationships and escalations.

Additional Responsibilities :-

– Conduct regular meetings with team managers & resolve concerns.

– Conduct skip level meetings with team members & resolve escalations

– Own rewards & recognition schemes for assigned processes/teams

– Oversee L&D trainings for self & team managers

– Oversee staff domain certifications

– Ensure completion of process certifications by all staff (Team managers & associate ) within pre-defined timelines

– Liaise with recruitment team for recruiting new team members

– Identify & facilitate movements within the division for team managers

– Explore opportunities to move processes to the smaller centers in GSC

– Participate in special projects/organization wide initiatives

Qualification and Experience :-

– 10-14 year work experience, predominantly in Insurance sector with in-depth knowledge of value chain.

– Minimum one year of experience in a managerial role in GSC

– Well versed with the application of process improvement tools

– Graduate/PostGraduate in any discipline. Any Insurance certification/designation will be a plus

– Experience in handling Contact Center team members across geographies and projects is a must

– Ability to thrive in fast paced, multi-tasking environment and to manage multiple deadlines

– Willingness to work in US shifts or UK shifts

– Prior work experience in UK/US Insurance domain

– Onsite transition experience


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