In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.
Responsibilities
- Manage teams and ensure quality and productivity targets are met.
- Develop strategies on the floor for reducing attrition and improving employee satisfaction.
- Documented monthly performance review of Assistant Managers.
- Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them.
- Mentor Agents and TLs for their growth and development.
- Drive reward and recognition activity on the floor.
- Drive process improvement activity on the floor using Process Excellence methodology.
- Review Performance of the KPIs on a near term basis and develop plans for improvement in performance. Stay in touch with the Client at the Process Owner level on regular basis to review progress.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
Prior Back Office Experience
- People management and leadership skills.
- Capability to conduct an appraisal discussion and communicate with large teams.
- Appreciation of the domain needs of the process and its key drivers.
- Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
Values & Behavior
- Output driven mindset, determined, resilient, perseverant, and persistent.
- Customer Service Orientation.
- Quality Orientation.
- People & performance oriented.
Qualifications
Education Requirements
- Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Work Experience Requirements
- Overall 6 years of work experience in Business Process Off-shoring.
- Should have at least 5 years of supervisory experience in insurance business, preferably in the US.
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