Manager

Performance Parameters

• Process performance – as per agreed KPIs (50%)
• Quality and Productivity Improvement (20%)
• Customer Satisfaction (10%)
• Level of Subject Matter Expertise (20%)
• Improved Gross Margins
• Employee Satisfaction, people development and morale.
• Building people capability
• Attrition within target levels.
• Improvement in quality and productivity.
• Process performance – as per KPIs over the month
• Customer Satisfaction

Role/ Responsibilities

• 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
• Escalations management and resolution
• 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
• 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/half yearly performance review of Assistant Managers / Lead Assistant Managers
• Execute quarterly and annual appraisals of Assistant Managers / Lead Assistant Managers and consequent development of processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and TL
• 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.

Competencies & Skills

• Strong people management and leadership skills.
• Capability to conduct an appraisal discussion and assess different levels of performance and potential.
• Capability to communicate with large teams.
• Process Excellence Methodology.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good networking capability and Client facing skills.
• Strong knowledge of US Property and Casualty Insurance is a mandate. Experience in both Life and P&C Claims will be preferred.
• Experience of transitioning/managing P&C Claims processes in the past/current profile will be an added advantage.

Educational Qualification:

• Graduate / Post Graduate in any stream
Domain related training background to Insurance for property and casualty – Preferable Auto Claims