Group Manager - Operations

Roles and Responsibilities:

• Exposure in General Insurance and claims
• People Management & Process Improvement
• Employee Satisfaction, people development and morale.
• Attrition within target levels.
• Improvement in quality and productivity.
• Process performance as per KPIs over the months.
• Customer Satisfaction.
• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them-Documented monthly performance review of Associates and Assistant Managers.
• Executive quarterly and annual appraisals of Associates and Assistant Managers and consequent development processes effectively.
• Appraisal of Associates based on evaluation of metrics performance and of non-metrics-based parameters.
• Mentor Associates and AM-Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
• Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance-Stay in touch with the Client at the Process Owner level on a daily basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards

Preferred candidate profile

• Minimum Team size of 80 to 100 FTE's (Mandatory)
• Manages the daily operations and future growth of the process, including strategies and systems that assist team members to work toward achieving the goals of the project.
• Manages the day to day workings of his/her team.
• To provide guidance and support to his/her team members to meet daily as well as monthly targets.-Managing SLAs, staff development and welfare, administrative tasks.
• The desired candidate should possess adequate experience in General Insurance Claims