Lead Assistant Manager

Job Description

Job Description – Assistant Manager, Operations Position Title Assistant Manager/Lead Assistant Manager Function, Responsibility Level Operations, Assistant Manager Reports to Manager Manager Name Complexity Level Location – Pune Permanent/ Temporary Permanent Basic Function Provides technical and administrative leadership to Claims office within area of responsibility, while performing a variety of administrative and operational duties for functional area. Responsible for supporting and delivering compliance with Operations Best Practices, internal controls and/or complex administrative procedures. Performance Parameters Process performance – as per agreed KPI’s. Attrition - as per agreed KPI’s. Quality and productivity Improvement - as per agreed KPI’s. Customer Satisfaction - as per agreed KPI’s. Level of subject matter expertise - as per agreed KPI’s. Any other essential function that may occur from time to time as directed by the Supervisor. Role/Responsibility Manage teams and ensure quality and productivity targets are met Motivate team members and control attrition Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame Handle escalations/complaints. Provide inputs on process and system to the team members. Client Interaction, where required at the level of Supervisors Ensure compliance with internal policies and procedures, external regulations, and information security standards. Collect and provide data required for various audits like ISO/SAS etc. Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy Effectively manage queue and balancing of work loads Competencies & Skills Knowledge of the US insurance industry Strong organizational and problem-solving skills Demonstrated ability to provide expertise and provide guidance to team members and business partners Ability to interact with multiple levels of management Excellent written and verbal communication skills Ability to apply knowledge of complex operational best practices and procedures to daily activities Values & Behavior Customer Service Orientation Quality Orientation Empathy for effective on the job coaching and feedback Education Requirements Graduation (in any stream) or diploma with a minimum of 15 years of education. Work Experience Requirements Minimum 3 years of work experience in Business Process Off-shoring. Candidates should have at least one year of supervisory experience, preferably in the US P&C Property Insurance domain. Show more Show less