Assistant Manager - BPO Operations

Job Summary

Process management:

Responsible for management and coordination of overall operations for team handling Insurance Claims related activities, SLA delivery across all processes, quality and general administration.

Team Management and People Development:

Lead & motivate the team and ensure their development through direct coaching/feedback wherever required. Support learning and development initiatives, provide coaching and counselling, drive staff motivation and retention programs.

Effectively implement rewards/recognition, appraisal & incentive programs. Create cross-functional teams to drive versatility and encourage team building.

Key Role Accountability
• Ensuring all business requirements are met within specified timeframes to maintain service level arrangements.
• Ensuring individual and team output is as per the set quality standards.
• Zero to minimal escalations or breaches
• Display high levels of customer service to facilitate prompt resolutions.
• Engage and build strong relationships with relevant internal and onshore stakeholders.
• Coaching and performance improvement of staff in bottom quartile
• Coaching and development of SME’s to ensure talent and knowledge retention.
• Provide timely feedback to ensure there is no drop in individual and team performance.
• Good understanding of the Quality Framework and principles
• Familiarity with IT ways of working and experience in liaising between business and IT
• Internal co-ordination with Projects & Support teams to identify areas of opportunity to uplift individual and team performance.
• Adherence to agreed frequency and content of MI reporting both internal and external.
• Conducting monthly one-to-one of direct reportees to ensure timely performance feedback is provided and any EWS identified and reported.
• Leave management to ensure shrinkage is within acceptable limits.

Proficiency in technical operating systems or platform
• MS Office applications such as Excel, Work, PowerPoint
• Preferred knowledge/exposure to reporting tools such Tableau.

Shifts:
• 3AM to 12 PM / Fixed Night

Qualification:

Graduate / Post Graduate