- Manage day to day operations of the Insurance Operations team to ensure the groups deliverables are met
- Research and resolve client/staff questions, issues and problems
- Maintain seamless communication with the US counterparts and liaise with them on operational front regularly.
- Handle the leave management for the team effectively and ensure a proactive communication is sent to the US staff.
- Drive process efficiencies within the group every quarter.
- Train and mentor new and existing staff members of the group
- Step up to complete the tasks if the situation demands
- Timely escalation to management of problem issues that may affect deliverables
- Assist Manager in the evaluation of group/individual performance
- Create and update management reports, as assigned
- Conduct annual performance reviews for Insurance Operations staff
- Participate in the screening and selection process related to staffing
- Participate in coaching and counseling staff; including terminations as needed
- Additional assignments as required by management REQUIRED KNOWLEDGE/SKILLS/ABILITIES
- Bachelor's degree or equivalent work experience is required
- Minimum of 5 years' work experience
- Minimum of 2 years of experience leading the BPO/ITeS Operations groups
- Excellent verbal and written communication skills (English)
- Excellent customer service skills, strong interpersonal skills
- Team management; motivate and optimize the performance of team members
- Advance knowledge of Microsoft Office products such as MS Excel, MS Word, PowerPoint, etc.
- Prioritize multiple responsibilities and deliver on commitments, must be comfortable working in a fast-paced, dynamic team environment.
- Organizational and time-management skills
- Detail-oriented and with ability to multitask
- Must be an independent starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously
- Ability to operate with minimal guidance must be able to exercise sound judgment and decision making in challenging situations
- Ability to work extended hours when needed to meet department deadlines
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