Senior Group Manager

3 weeks ago

Manila, National Capital Region, Philippines WNS Full time

Job Description:

Process management:

  • Responsible for management and coordination of overall operations, team handling, Insurance related activities, SLA delivery across all processes, quality and general administration.

Team Management and People Development:

  • Lead & motivate the team and leaders ensuring their development through direct coaching/feedback wherever required.
  • Support learning and development initiatives, provide coaching and counselling, drive staff motivation and retention programs.
  • Effectively implement rewards/recognition, appraisal & incentive programs. Create cross-functional teams to drive versatility and encourage team building

Key Role

  • Ensuring all business requirements are met within specified timeframes to maintain service level arrangements
  • Ensuring team output is as per the set quality standards and there are zero to minimal escalations or breaches
  • Engage and build strong relationships with relevant internal and onshore stakeholders to effectively handle any concerns or escalations
  • Provide performance feedback and coaching to the leaders. Identifying training needs for leaders as part of roll road map
  • Reviewing succession planning across all designations and working on any gaps identified
  • Good understanding of the Quality and Training Framework and principles
  • Familiarity with IT ways of working and experience in liaising between business and IT
  • Reviewing progress on projects to meet client productivity delivery timelines
  • Conducting periodic reviews of team and service level performance with the leaders
  • Working with the managers and identifying hiring requirements basis attrition pipeline to ensure adequate headcount is in place
  • Regular reviews of man power planning to ensure that billability is within standards
  • Closely working with key stake holders on any farming opportunities
  • Leading client reviews as part of governance forums
  • Periodic review of all knowledge materials and other critical process documents

Skills Required:

  • Seasoned professional with 9+ Years of exp. in Insurance Operations/ Operations
  • Strong exp. in Sales Service; Customer Experience, People and Stakeholder Management

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