Overview

To serve as a member of the management of GSC & own responsibility & accountability of one or more assigned processes – oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates How you'll make an impact Responsibilities: Process Management & Improvement Drive & achieve productivity enhancements Own weekly/monthly management reports & highlight relevant gaps &/or concerns Oversee migration & stabilization of current processes Periodically review process & regulatory requirements & ensure compliance Review FTE requirements, shift plans & capacity planning Initiate, Execute & Facilitate process improvement initiatives/projects Integrate domain knowledge & business understanding to create superior solutions for the client Must clear at least one certification a year People Management Conduct regular meetings with team leaders & resolve concerns Conduct skip level meetings with team members & resolve escalations Own rewards & recognition schemes for assigned processes/teams Oversee L&D; trainings for self & team leaders Oversee staff domain certifications Ensure completion of process certifications by all staff (Team leads & associate ) within pre defined timelines Liaise with recruitment team for recruiting new team members Identify & facilitate movements within the division for team leads Customer Service & SLA Delivery Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes Manage client relationships and escalations Strategic Initiatives Explore opportunities to move processes to the GSC satellite office Participate in special projects/organization wide initiatives About you Qualifications: Post graduation in any discipline Licenses/Certificates Related industry certifications preferred Work Experience Minimum six years of experience in the ITES sector Minimum 5 years of experience in a managerial role Must have experience in managing a span over 30) Graduate from a recognized university & relevant Relevant healthcare experience. Prior work experience in UK Insurance domain Onsite transition experience

📌 Manager - Benefits Support Management (India)
🏢 Gallagher
📍 India