Manager Business Process Solutions / RR-0376200

Job Description:

Key Responsibilities includes:

1. Team Leadership & Development

• Lead, mentor, and manage a team comprising Process Associates and SME.
• Monitor individual and team performance, offering regular coaching and support to

enhance productivity and quality.

• Foster a positive, motivated, and engaged team environment.

2. Operational Management

• Ensure consistent adherence to client-defined SLAs, KPIs, and contractual obligations.
• Manage escalations, resolve client and customer concerns, and address overpayment issues promptly.
• Conduct regular performance evaluations and monthly one-on-one sessions.
• Bring hands-on experience in managing process migrations and system conversions.

3. Process Optimization

• Identify gaps and opportunities for process improvement and efficiency.
• Collaborate closely with quality, training, and workforce management teams to drive continuous improvement.
• Support automation and digitization initiatives wherever applicable.

4. Reporting & Insights

• Prepare and analyse daily, weekly, and monthly operational reports.
• Share actionable insights and strategic recommendations with senior leadership and clients.
• Track and report key metrics such as team performance, attrition, and attendance.

5. Client Communication

• Maintain regular communication with onshore counterparts to align on expectations,

process updates, and changes.

6. Agency & Producer Solution Management

• Oversee end-to-end agency and producer administration activities, including agent onboarding, maintenance of licensing and appointment records, profile updates, and compliance with carrier and regulatory requirements.

• Manage commission-related operations such as validating commission setups, coordinating payout accuracy, investigating discrepancies, and resolving producer inquiries within defined turnaround times.

• Drive process governance and service excellence by monitoring workflow accuracy, partnering with internal and onshore stakeholders on escalations, and identifying opportunities to improve efficiency, controls, and producer experience.

Skills/Knowledge/Experience required

• 10+ years into US Insurance operations, preferably Life and annuities (including 3-5 years in a leadership role)
• Proven leadership abilities with strong people management skills.
• Excellent communication and interpersonal skills to effectively engage with teams and stakeholders.
• Strong analytical mindset with a data-driven approach to decision-making.
• Experience in client relationship management and stakeholder coordination.
• Solid understanding of key operational metrics such as AHT, CSAT, SLA, and others.
• Ability to perform under pressure while managing multiple priorities efficiently.
• Proficient in using CRM tools, workforce management systems, and reporting platforms.
• Advanced skills in Microsoft Office, particularly Excel, Power BI, and PowerPoint.

Qualifications (describe the qualifications considered essential to do the job, e.g., Chartered Accountancy, MBA, etc)

• · Graduate in any stream
• · Certification in Life Insurance Domain will be an added advantage.

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