SDM || Bangalore || International Voice Process

• Education Qualification

  : Any Post Graduate

• Experience Requirement:

1. Should have voice team(Inbound or Outbound) handling skills.

2. Experience in Insurance preferred

3. Should be a level of manager on paper for 3+ yrs.

4. This is to BLR location.

5. Should be willing to work in night shifts and flexible enough to extend the hrs based on client n team requirements.

• Role Responsibility

  :
• Individuals in this role own an engagement and are responsible for Operations, Client and People Management in the engagement. They are responsible for the implementation of COE frameworks and ensuring quality and productivity of deliverables in the engagement. They are accountable for resource utilization and financial budgets for the engagement. They are responsible for client deliverables and delivering business results in line with targets for the vertical. Responsible for accurate delivery from the entire project account, along with monitoring and implementing controls to achieve excellent customer feedback. Must possess excellent inter personal skills, knowledge sharing, documentation skills and knowledge on Information Security practices. Should be excellent with metrics reporting to client and internal stakeholders. Associates would be required to have experience in Life Insurance. Should have efficient skills in handling large/multiple teams.
• Coordinate with the Clients and update the regular workflow/status of deliverables/Dashboards
• Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer.
• Manage customer relationships through regular communication with clients • Manage and resolve escalations and issues raised by customers • Prepare and report process performance metrics to stakeholders
• Share value addition and best practices across teams
• Identify & Optimize key cost drivers
• Manage Service Level Agreements / metrics as agreed upon with the client.
• Deliver on Financial goals for the business CP For NA- • Follows customer profitability practices such as Cost optimization methods, productivity & quality benchmarking, periodic target revision etc.
• Should be able to forecast BCP readiness & work in accordance to manage & document • Anticipate issues and needs of the customer related to the project and address them