Process Lead and Subject Matter Expert

JOB DESCRIPTION

This form is designed to describe the main objectives of this job and its essential functions and job qualifications.

I.

Job Title : Process Lead, SDU

Report to Assistant Manager, Service Delivery

Job Grade Grade 7

Department

Service Delivery Unit

Location: Bangalore, India

II.

III.

#

Responsibilities

Description (Do in order to/to ) [3 to 5 Points under each Responsibility]

Percentage of Time

[%]

1

Task

Operates a variety of client systems and performs complex tasks and activities without supervision

following information security policies, procedures and guidelines. Meets and exceeds client performance standards.

50%

2

Operation

Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team.

15%

3

SOP

Develops and implements procedures to meet quality, quantity, and timeliness standards.

10%

4

Client

Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative.

10%

5

Training

Coaches less-experienced staff in learning procedures and insurance knowledge.

10%

6

Troubleshooting

Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions.

5%

The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on Business needs.

IV.

Internal contacts (up, down and

across the company)

Team members within the Client Team and Reporting Manager

Clients/external vendors etc.

Client contacts

V.

Education Background

Major

N/A

Degree

Bachelor

Licenses/Certificates

N/A

Working Experience required and preferred

• 58 years of work experience in Service Delivery or Operations
• 1.5 2 years of experience in Mentoring or Informal Leadership roles preferred

Travel(% of travel time;

domestic or international)

N/A

Behavioral/technical skills;

Competencies

(3 Required + 3 Preferred)

• Advanced task processing expertise
• Task planning and coordination
• Effective coaching and feedback
• Problem-solving and root cause analysis
• Customer centric
• Time and workflow management

VI.

Course

Oral English

Written English

Insurance

OPEX

Certifications

Management

Career

Level 2

Level 2

Level 1

N/A

onsibilities

Preferred candidate profile