CS Practice Leader

A Manager would be responsible for Leading, and supporting the development and implementation of operations strategy for the Industry Vertical Division within North America. Engage with Industry Vertical heads to ensure the ongoing delivery of excellent client service, taking overall responsibility for the operational efficiency of the business and ensuring the relevant regulatory and technical standards are met.

Principal Duties/Responsibilities

KPI Management

• Deliver/ Manage KPIs and metrics in line with the prescribed targets and provide updates on progress to leaders. Analyze performance, identify trends, and make recommendations to improve team performance
• Meet with key stakeholders to discuss metric performance and issues

Operations Management/Operational Effectiveness

• Drive OPEX principles. Facilitate best practice sharing
  Conduct Reviews/Meetings with the Management across locations
• Proactively support key initiatives that have been delivered to implement change.

Capacity Management

• Regular capacity review (using FTE calculation) of the team, to ensure equal work distribution and tracking overtime. Manage resources efficiently through peaks and troughs in the business cycle. Develop resource plans and plans for contingencies
• Work with Team leads to ensure accurate forecasting and tracking of resource requirements and effective cost management

Data Management

• Data collation as required e.g. MI reviews/HR/IT.

Manage Escalations

• Manage escalations when reached out. Ensure agreed escalation procedures are adhered to by the team.

Transition & Other Projects

• Implement planned work transition projects.
• Ensure team adherence to various compliance mandates.
  
  

Relationship management

• Participate and contribute in meetings with Relationship managers, Stakeholders, customers, and BU (Daily/Weekly/Adhoc calls/Monthly/Quarterly).
• Maintain an effective and consistent communication channel with stakeholders, Leaders, and teams and take corrective actions as required
• Support the development of further business opportunities through service opportunities
• Engage constructively with stakeholders to maintain effective relationships

People management/ development

• Take an active role in ensuring that the training and development needs of all team members are met by seeking interesting and effective internal and external learning opportunities
• Supervise and manage the direct reports ensuring communication and coordination within and across teams
• Instill a client/customer mindset that incorporates a strong sense of pride in providing quality deliverables
• Provide regular and effective performance feedback to team members and provide career planning guidance
• Develop a succession plan for key positions within the function, as well as a talent watch list for key roles that support the defined retention/engagement strategies

Cost Management/Financial Goals

• Ensure Cost goals are achieved by the Process
• Limit overtime per target set by effective utilization of resources

Top Competencies

• Focusing on Clients
• Working in Teams
• Driving Excellence
• Fostering Innovation
• Adapting to Change
• Developing Talent
• Managing Stakeholders

Required Skills

• Evaluating Problems
• Creating Innovation
• Communicating Information
• Providing Leadership
• Building Effective Teams
• Managing Stakeholders
• Showing Resilience
• Structuring Tasks

Qualifications:

• Operations Manager and Operations Leader
• 5 Years of Leadership experience
• Experience in Insurance, property, and casualty industries preferred
• Project Management Experience
• Tenure in operations
• Six Sigma
• Amenable to work on nightshift schedule
• Amenable to work in a hybrid setup (2x WFH/week)