Process Lead, Service Delivery

Role & responsibilities

I. Job Summary

Processes complex tasks, implements new tasks and/or manages existing tasks without supervision. Provides guidance, instruction

and direction to the team of associates and analysts. Ensures to maintain and meet the quality and quantity standards, with

timelines. Responsible for meeting quality, quantity, and timeliness requirements.

II. Principal Responsibilities

1 . Task Processing and Operations

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.

2. Operation Optimization

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.

3. SOP Management

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

4. Client Communication

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

5 . Training

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

6 . Troubleshooting

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

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

Business needs.

III. Business Relationships

Internal contacts (up, down and

across the company) Team members within the Client Team and Reporting Manager

Clients/external vendors etc. Client contacts

IV. Minimum Qualifications

Education Background

Major N/A

Degree Bachelor

Licenses/Certificates N/A

Working Experience

required and preferred

• 5 - 8 years of work experience in Service Delivery or Operations
• 1.5 - 2 years of experience in Mentoring or Informal Leadership roles 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