Senior Insurance Service Delivery Specialist

7 days ago

Pune, Maharashtra, India beBeeService Full time US$ 1,20,000 - US$ 1,50,000

Our organization is seeking an experienced Insurance Service Operations Analyst II to join its team. This role plays a pivotal part in enhancing operational effectiveness and improving service delivery in the contact center environment.

The successful candidate will manage projects that focus on implementing best practices, optimizing processes, and ensuring a seamless customer experience.

The primary skill set needed for this role includes Contact Center and Service Operations Execution with a large organization. US-based P&C Insurance Service Operations is a significant plus but not required.

Job Summary

This role involves collaborating with cross-functional teams to implement business solutions that enhance employee performance, customer satisfaction, and agent interactions, aligning with the broader enterprise strategy.

The Insurance Contact Center Service Operations Excellence Team plays a crucial role in executing and managing complex, core operational initiatives within Service Operations.

The team focuses on process improvement, solution design, and delivering business analytics to uncover and implement solutions that enhance organizational efficiency and customer experience.

Key Responsibilities
  • Data Analysis: Conduct data analysis and root cause evaluations to make data-driven recommendations for process improvements.
  • Communication Planning: Build Communication change plans for large and small employee groups.
  • Contact Center Impact Analysis: Vet and size the impact of headwinds and tailwinds (resulting from seasonal, regulatory, technology and business decisions) on contact center staffing.
  • Cost-Benefit Analysis: Develop cost-benefit analyses.

Strong written and verbal communication skills, along with the ability to tell a compelling story with data, are key to this role. Proficiency in Office 365 Suite (Excel, PowerPoint, Power BI, Power Apps) and contact center analysis, as well as project and change management experience, are also essential.

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