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 workplace.

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 s

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