Skillsets required
15+ years operational management experience
Offshore operating structure, including responsibility for managing significant teams based out of different sites in India
Complex process background, preferably including Insurance process . Not necessarily in life & pensions sector but familiarity with financial services highly desirable.
Strong communication and influencing skill
Personal flexibility and willingness to travel at short notice
Should have experience of managing global delivery

Role Description:
Functional responsibility will cover service delivery both onshore and offshore.
End to End Ownership at Account level. Responsible for Process Adherence, Compliance, Team Retention and SLAs at account level as per client MSA




Management of Offshore operational resources in Chennai / Lucknow
Responsible for improving Turnaround time, Active time, Customer Satisfaction
Increasing and driving more work offshore
Supporting new sales opportunities to deliver refined and current service offerings for our existing and new clients
Effectively manage client relationships in order to maintain and grow their existing business to ensure revenue generation
Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients

📌 Group Manager (Lucknow)
🏢 HCLTech
📍 Lucknow