Address- Process management: Responsible for management and coordination of overall operations for team handling Insurance Claims related activities, SLA delivery across all processes, quality and general administration.
- Team Management and People Development:
- Lead & motivate the team and ensure 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 Accountability :
- Ensuring all business requirements are met within specified timeframes to maintain service level arrangements.
- Ensuring individual and team output is as per the set quality standards.
- Zero to minimal escalations or breaches
- Display high levels of customer service to facilitate prompt resolutions.
- Engage and build strong relationships with relevant internal and onshore stakeholders.
- Coaching and performance improvement of staff in bottom quartile
- Coaching and development of SMEs to ensure talent and knowledge retention.
- Provide timely feedback to ensure there is no drop in individual and team performance.
- Good understanding of the Quality Framework and principles
- Familiarity with IT ways of working and experience in liaising between business and IT
- Internal co-ordination with Projects & Support teams to identify areas of opportunity to uplift individual and team performance.
- Adherence to agreed frequency and content of MI reporting both internal and external.
- Conducting monthly one-to-one of direct reportees to ensure timely performance feedback is provided and any EWS identified and reported.
- Leave management to ensure shrinkage is within acceptable limits. " Team Leading experience 2+ plus with team size of 20-25 members.
Domain - Insurance - General, Motor, P&C, Underwritting, Claims
