Manager - Operations-- MNC INSURANCE BPO Business Services - Bangalore

*****Pls reply to Marianne@hathway. Com or call her or 25498634
(080). This is position is based in bangalore. ***

POSITION DESCRIPTION

Business Unit
MNC INSURANCE BPO Business Services Department
Operations Location
Bangalore
Position Title : Manager - Operations
Reporting to : GeneralManager -Operations

1. Position Summary
A key member of the COMPANY'S Operations team; the main responsibilities
being leading & motivating the operations team with accountability for
Service Delivery and customer interaction to ensure seamless delivery &
to identify future opportunities.

2. Key Accountabilities
Responsible for achievement of the financial targets for the profit
centre
Lead and motivate team to facilitate achievement of SLA
Responsible for building and training the team and managing performance
on an ongoing basis
Create a participative work environment and thereby facilitate employee
satisfaction
Pro-actively anticipate customer needs thereby ensure customer
satisfaction
Facilitate and implement process improvement ideas to improve efficiency

Build strong partnership with customers to ensure operational cohesion
and effective foundation for future growth
Co-ordinate within the various departments in the organisation to
ensure that operational requirements are efficiently met 
Champion quality and process improvement programs such "Six Sigma" &
"ISO 9002" to build a team wide philosophy of "continuous improvement"
Expand scope of operations to add value to the customer.

3. Parameters for hiring
Qualification: MBA / CA
Specific position related experience:
7 – 8 years overall experience with atleast 2 – 3 years in Telemarketing
operations in financial services or remote processing organizations,
leading / managing teams towards service delivery.
Exposure in handling large multi-process operations.
Exposure to dealing with international customers Industry to be hired
from:
Financial Services or remote processing organisations Specific knowledge
required:
Knowledge of highly automated environment on a wide / local area.


4. Key Skills/Competencies
Functional/ technical skills:
Process Skills:
Process mapping
process analysis skills to de-bottleneck process roadblocks 
process improvement
Ability to visualize system requirements and articulate the same in the
form of a functionality requirement document for IT
Strong project management skills
Excellent presentation and MS office power point skills Generic Skills/
competencies:
Excellent communication skills
Strong Managerial skills
High degree of problem solving skills to resolve problems in a multi
product/service environment.
Strong Relationship & Customer focus Leadership Skills/ Competencies:
Strong knowledge of motivational techniques
Excellent performance management skills
Team building skills

5. Interaction complexity and teamwork
Contact Person Frequency
Peer(s) / Internal Functions: IT, HR
Customer(s): Relationship managers
Vendor(s): HR firms


6. Problem Solving
Problems are varied in nature and require lateral thinking and
creativity for solving. Problems range from daily to highly complex
issues. Typical problems would require:
Proactive removal of obstacles in delivering seamless service by
directing & escalating issues for resolution.
Analyzing dependencies & plan for contingencies.


7. Decision making, Authority and Accountability for resources Indicate
what decisions can be made independently by this position
without having to go for further approval. This would include authority
vested in this position for approval of manpower/ capital expenditure/
leave etc. or any decisions to be made for process changes. Indicate
some of the resources in terms of manpower, budgets as well as
infrastructural support this position is provided with and is
accountable for in order to meet deliverables

Other decision making authority vested:
Hiring of members and TLs