Senior Manger - L4

DEPARTMENT

APLVC, PCVC and Centralized Medical Team | Customer Service

REPORTINGPOSITION

AVP APLVC, PCVC and Centralized Medical Team

WORK LOCATION

Goregaon (East), Mumbai. Corporate office

KEY RESPONSIBILITIES

Weightage

Directs, administers and controls the day to day operations and activities of process

Provides leadership, support and guidance to team

Ensures compliance to guidelines and procedures to provide high quality service and outstanding customer care.

Participates in the development of area strategic plans, goals, and objectives

Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.

Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.

Ensures a strong and robust communications process between all managers and staff within the area and across the division as needed by leading communications sessions and meetings with managers and ensuring the appropriate dissemination of communications to support staff.

Ensures all employees receive the appropriate training and education

Ensures Staffing, planning, and people management

Attends performance reviews with Sr Management.

Close coordination with Project teams and IT on system enhancement, product launches and process improvements.

Budget preparation for the process

TOTAL

100%

REQUIRED QUALIFICATION AND SKILLS

Qualification: Graduate preferably B.Com

Skills / experience required

Graduates with preferably Insurance background/Voice - Customer service industry

• Should be dedicated and display integrity.
• Willingness to learn with an attitude of continuous improvement.
• Willing to work in rotational shifts
• Minimum 5 years experience as Operations manager in Banking/Insurance/BPO industry