Assistant Manager - Operation (Insurance)

The Role:

Assistant Operations Manager

Key Responsibilities:

Manage the dayto day planning, operation and problem solving of multiple processes / lines of business to meet with the required service level components.

Manage the P&L of the Account to ensure smooth delivery, process improvements & profit maximization.

Coordinate with all support departments and manage relationships with key stakeholders

Manage policies, procedures and operating structure

Motivate and encourage team/team managers through positive communication and feedback

Respond to client escalations and special requests to meet department/company customer service and support goals.

Review operational metrics and processes making recommendations and changes to improve efficiency within the organization using process improvement tools such as Six Sigma/Lean, Automation and other enhancement systems to drive continuous improvements

Assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Create an environment oriented to open communications, creative thinking, cohesive team effort and workplace trust.

Set standards and guidelines for Inbound/Outbound customer service representatives

Skills Required:

Strong team management skill - Should have managed a minimum team size of 50 to 80 employees for more than 12 months.

Insurance domain experience

Good understanding of key Voice Outbound (customer service) and Non Voice operations

metrics