Job Description:
Key Responsibilities includes:
1. Team Leadership & Development
- Lead, mentor, and manage a team comprising Process Associates and SME.
- Monitor individual and team performance, offering regular coaching and support to

enhance productivity and quality.
- Foster a positive, motivated, and engaged team setting.

2. Operational Management
- Ensure consistent adherence to client-defined SLAs, KPIs, and contractual obligations.
- Manage escalations, resolve client and customer concerns, and address overpayment issues promptly.
- Conduct regular performance evaluations and monthly one-on-one sessions.
- Bring hands-on experience in managing process migrations and system conversions.

3. Process Optimization
- Identify gaps and opportunities for process improvement and efficiency.
- Collaborate closely with quality, training, and workforce management teams to drive continuous improvement.
- Support automation and digitization initiatives wherever applicable.

4. Reporting & Insights
- Prepare and analyse daily, weekly, and monthly operational reports.




- Share actionable insights and strategic recommendations with senior leadership and clients.
- Track and report key metrics such as team performance, attrition, and attendance.

5. Client Communication
- Maintain regular communication with onshore counterparts to align on expectations,

process updates, and changes.
6. Agency & Producer Solution Management
- Oversee end-to-end agency and producer administration activities, including agent onboarding, maintenance of licensing and appointment records, profile updates, and compliance with carrier and regulatory requirements.
- Manage commission-related operations such as validating commission setups, coordinating payout accuracy, investigating discrepancies, and resolving producer inquiries within defined turnaround times.
- Drive process governance and service excellence by monitoring workflow accuracy, partnering with internal and onshore stakeholders

📌 Manager Business Process Solutions (Noida)
🏢 DXC Technology
📍 Noida