Assistant Manager
3 months ago
Job Description:
Department: Service Delivery Unit
Location: Bangalore, India
Purpose of the Position:
In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company – a unique opportunity for the right candidate. Leading the Service Delivery team, managing conflicts, and ensuring the team’s processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget. You will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. You will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; Oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead the department, division or company level projects to realize corporate goals and strategies.
Responsibilities:
Talent Inventory: Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors.
Client Services: Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients.
Business Growth: Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies.
Problem Solving: Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively.
Managing Projects: Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects.
Employee Engagement and Budget: Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals.
The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs.
Contact Scope:
Internal Contacts: Team members within the client team, Supervisor
External Contacts: Client contacts
Minimum Qualifications:
Education Background: Major N/A, Degree Bachelor, Licenses/Certificates N/A
Working Experience: Minimum 9 years’ experience, 3 years management experience
Some of the mandatory skillsets required:
Operations / Process / Transition Management
Client Focus
Coaching and Training
SOP Creation and management
Quality - Auditing, Planning, Target Setting
Interpersonal Communication
Capacity Planning
Employee Retention (Assistant Manager and above)
Team Performance (Assistant Manager and above)
ReSource Pro Operational Solutions Pvt Ltd.
About Us: ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pro’s global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009. Over 8,000+ ReSource Pro employees provide dedicated support to more than 400+ insurance organizations, consistently achieving a 97% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability.
Competencies, Skills and Behaviors:
Manages for effective performance and develop staff
Build effective team relationships
Communicates effectively
Demonstrates functional excellence
Customer centric
ReSource Pro Global Achievements:
ISG Provider Lens™ - Insurance BPO Services and Platform Solutions 2020
ReSource Pro is placed as High in Product Challenger
EVEREST PEAK Matrix - P&C Insurance BPS Peak Matrix Assessment 2021
ReSource Pro is identified as having a strong Market Impact in the list of Major Contenders
Shift Timings:
Regular Shift: 7:00 AM to 4:00 PM | 7:30 AM to 4:30 PM | 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM
Real-Time Shift: 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM
Location: 2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India
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