Senior Executive

Job Description

Job Description Job Description – Admin Ops – SME/Trainer Position Title Sr. Executive – Subject Matter Expert/Trainer Function Operations Reports to Assistant Manager/Lead Assistant Manager Process Name Complexity Level Location – Pune Permanent/ Temporary Permanent Basic Function The SME is responsible to train new hires on client Standards and procedures. Also, mentor associates to identify performance gaps and build remediation plan. Process Description Essential Functions Train new hires on client Standards and procedures Mentor associates to identify performance gaps and build remediation plan. Participate in QA from time to time to address increased sample requirements in case of performance gaps. Contact external parties to obtain incomplete and/or inaccurate information (as necessary via outbound calls if required) Solves problems effectively; identifies the relevant issues, gathers needed information and input, applies sound reasoning, and develops workable solutions. Conduct ongoing analysis of performance and recommend actions for improvement at associate / process level. Participate in calibration exercises on a regular basis to ensure consistency in measurement. Work closely with QA and Operations team to conduct team huddles. Perform transaction processing as per defined policies and procedures. Co-ordinate all process improvement initiatives with process Black Belt. Primary Internal Interactions Associates Ops AM, Lead AMs, Managers Primary External Interactions Client, for the product interactions and calibrations Organizational Relationships Reports To: AM / Lead AM / Manager – Operations Skills Technical Skills Good computer navigation skills Good keyboarding speed (25 W.P.M.) Good knowledge of complete MS Office suite Process Specific Skills Understanding of process nuances Strong understanding of US P&C Insurance fundamentals Understanding of claim Property processes preferable Soft Skills (Minimum) Strong customer service orientation, communication (written and verbal) and problem-solving skills. Ability to coach and give effective feedback on an ongoing basis. Demonstrating and advocating the vision and values of the organization Attention to detail and analysis / judgment skills in understanding account level requirements provided by client, compiling and summarizing information as necessary. Strong data comprehension skills – read and carefully interpret business requirements. Responsible to handle high volume of transactions and identify scenarios demanding escalation to supervisor to avoid negative business (process or financial) impact Soft Skills (Desired) Self-disciplined and result oriented. Ability to multitask. Ability to work effectively as part of a team. Open to work extra time as per business requirements. Education Requirements Graduation or diploma from a college or university with a minimum of fifteen (15) years of education Work Experience Requirements Minimum Eighteen months of work experience in a related field is required. Experience in BPO US P&C Insurance industry. Experience in BPO specifically in US P&C Claims Show more Show less