Chief Operating Officer

2 days ago

Guntur, Andhra Pradesh, India beBeeTransformation Full time ₹ 37,20,000 - ₹ 50,14,000
Senior Operations Director

Key Responsibilities:

  • Lead operational teams across multiple regions.
  • Direct Reporting: 4-5 Senior Managers.
  • Responsibilities include Client management, stakeholder management, RFPs, escalations (client-facing & stakeholder-facing).
  • Strong expertise in P&C domain, well-versed with process improvement, AI&GEN and business analytics.
  • Six Sigma black certified.

Accountabilities:

  1. Develop a strategic operational plan aligned to key client priorities.
  2. Support EXL's strategic priorities for driving value capture.
  3. Build a strong quality assurance team to strategize and execute process improvements.
  4. Build employee engagement/development programs in line with functional and business vertical plans.
  5. Build strong relationships with client stakeholders and internal stakeholders in driving improvement and innovation program.

Key Performance Indicators:

  1. Successful execution of Operational Strategy.
  2. Resolve implementations - Identify and execute at least one key transformation project impacting client business outcomes for strategic client relationships.
  3. Business process efficiency metrics.
  4. C-Sat score on Value Addition and Contribution.

Requirements:

  • Excellent working knowledge of MS Office – Excel, PowerPoint, Word Document, Outlook.
  • Knowledge of call recording system and its usage preferred.
  • Proficient with Minitab software.
  • Proficient with MS-VISIO for flowcharting/process mapping software.
  • Domain Knowledge across P&C Insurance.
  • Knowledge of quality systems (ISO, COPC).
  • Working knowledge of Transaction Monitoring (QA and QC).
  • Operational planning and process management to effectively plan, prioritize, and execute everyday QC operations.
  • Knowledge of quality assurance, process improvements, domain, etc.
  • Consulting mindset.
  • Strategic focus and strong business acumen.
  • Demonstrates a global mindset.
  • Demonstrates an intellectually agile and analytical approach and thought process.
  • Is a brand ambassador.
  • Conformance to policies/compliances with auditing skills and eye for details.
  • Ability to coach and give feedback on an ongoing basis.
  • Interviewing skills.
  • Strong written and verbal communication Skills.
  • Project management skills and ability to lead in a continually challenging environment.

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