BPO CUSTOMER LEAD - UK PENSION

Role: Team Leader -(NonTechnical)

Timings: Shifting Schedule (Permanent)

Industry: BPO / ITES

Process: Voice

Functional Area: ITES / BPO / Operations / Customer Service / Telecalling

Work Mode: Work from office

Key Skills: Call Center
• key skills

MBA

Back-Office

Business Planning

Communication Skills

Operations Quality

Insurance industry

Location

Chennai

Salary between 25-35LPA

Candidate would be responsible for managing one of the most diverse operations in the UK Pensions

area for one of the largest occupational workplace pensions scheme.

Would be responsible for managing 600+ FTEs operations in the area of UK Pensions supporting back-office operations (policy administration, claims, servicing, scheme enrollment, policy transfers, change management, testing, FnA and Cash/reconciliation, controls) and Front Office Operations (Voice, Email and Chat).

Responsibilities would also include Quality, WFM, PMO and Analytics functions.

Role would be based out of Mumbai,India.
• Role would be based out of Mumbai: Expertise in managing dynamic, evolving operations model, engaging actively with multiple stakeholders - product delivery, product design, MI teams, infrastructure teams and operations
• Critical business acumen and experience in managing a strong relationship and partnership with the client
• Experience to drive automations, large scale change management, strategic planning and

implementations
• Experience in front office operations - KPIs, SLAs, Team management, knowledge of contact center architecture
• Experience in managing large back-office operations, resourcing and capacity planning
• Experience in working with internal stakeholders like DERM, HR etc to drive process excellence
• Experience in handling audits - internal, customer facing and regulatory audits

Pre-requisites of the role:
• MBA with 16-18 years of Experience in handling large operations, majority of the tenure being in

retirement and pensions operations – Back-Office and Contact Centre
• Strong business acumen and exposure to Pensions industry domain in Insurance (retirements

and pensions)

Change management and Automation implementation experience
• Strong delivery track record - knowledge of SLAs, KPIs
• Strong written and spoken communication skills.
• Experience in client interactions, client presentations, managing large scale changes
• Willingness to learn, capability to internalise diverse knowledge in a quick time
• Experience in business planning and execution