Head - Delivery - Claims Operations - BPO

Role:
• 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 fastpace 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