Assistant Manager

Excellent oral and written communication skills

Knowledge of Insurance - P&C

Strong leadership & management skills - planning

Ensure that all TAT and Quality targets are met as per KPI

Proven ability to manage & lead large teams during a period of significant change. Manage targets vs. SLA's

Analytical bend of mind to do root cause around escalations received via email or on calls

Key accountabilities include quality in service delivery-work queue management and MI reporting.

Identify-facilitate and implement process and process improvements

Review and analyze management reports as required & drive necessary actions for improvement

Lead and motivate the team to facilitate achievement of SLA

Effective liaison with various departments within operations to gain support and resolve issues and also a key interface between managers and team members

Drive various process improvement ideas to improve efficiency/productivity.

Build strong partnership with customers and anticipate customer requirements and deliver accordingly.

Manage overtime and FTE requirements to enhance team profitability

Ensure accurate and timely reporting to all stakeholders

Lead quality and productivity initiatives such as ISO 9001 and Six Sigma

Participate in the recruitment process for Operations teams

Meet all critical service delivery parameters

Manage work queues and personal priorities effectively

Ready to work in US shifts (including night shift)