In this role, You will be responsible for leading the business unit of more than 300 resources to its maximum potential. You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to your direct reports and meeting defined quality, customer experience and efficiency requirements.
Responsibilities
Drive transformation projects from operations, digital asset implementation, standard methodologies' framework, case studies, benchmarking for making processes more efficient and effective
Effectively engage with customers to understand and address customer pain point
Provide direction and mentorship to the operations team for delivery of goals, promote a learning culture and build a solid team
Align to customer goals and deliver on commitments consistently
Foresee risks, be proactive and predictive while developing mitigation plan
Build impactful customer relationship; improve Net Promoter Score. maintain existing book of business, and drive revenue growth
.Qualifications we seek in you!
Minimum qualifications
Understanding of Insurance Industry and excellent knowledge of P&C;, Brokerage and Binding products – across Recent Business, Policy Administration and Claims functions
Excellent operating skills- People management, Client management and managing basic hygiene operations
Sound knowledge of various digital technologies in the market- example RPA, AI, NLP and ML- Having implemented one / few of these will be a plus
Ability to prioritize and manage effectively across many competing and concurrent tasks
Ability to manage multiple geographies and understand the cultural nuances
Ability to manage through indirect authority and matrixed organization structures
Strong negotiation, facilitation and influencing and consensus building skills
Exception verbal and written communication and Presentation skills. Should be able to prepare and present independently & confidently to senior leadership within GENPACT and Client organization
Ability to work with all levels of the organization
The Individual should have exposure/experience to systematically evaluate business opportunities, the ambitious attitude to build on existing capabilities
Leverage lean six sigma framework to drive continuous performance improvement
Implement appropriate mechanisms to identify, understand and escalate performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps
Proactively understand Clients’ business need and propose appropriate solutions. Manage engagement staffing levels to deliver client expectation
Preferred qualification
Masters in any stream except technical