Senior Manager

1 day ago


Noida, Uttar Pradesh, India Adecco Group Full time US$ 1,50,000 - US$ 2,00,000 per year

Greetings from Adecco..

Hiring for Senior Manager

Job Location- Noida

Job Summary

The Service Delivery Manager - Ops is responsible for overseeing and optimizing customer service management processes within the Workers Compensation domain. This role requires a deep understanding of policy administration new business and claims processes. The candidate will work in a hybrid model with rotational shifts ensuring seamless service delivery and customer satisfaction.

Responsibilities


• Oversee the end-to-end service delivery process to ensure customer satisfaction and operational efficiency in the Workers Compensation domain.


• Implement and optimize customer service management strategies to enhance service quality and responsiveness.


• Coordinate with cross-functional teams to ensure seamless integration of policy administration new business and claims processes.


• Monitor and analyze service delivery metrics to identify areas for improvement and implement corrective actions.


• Develop and maintain strong relationships with stakeholders to ensure alignment with business objectives and customer needs.


• Ensure compliance with industry standards and regulations in all aspects of service delivery.


• Lead initiatives to improve service delivery processes and reduce operational costs.


• Provide guidance and support to team members to enhance their skills and performance.


• Collaborate with IT teams to leverage technology solutions for improved service delivery.


• Manage and resolve escalated customer issues to ensure timely and satisfactory resolution.


• Conduct regular reviews of service delivery processes to identify opportunities for innovation and improvement.


• Prepare and present reports on service delivery performance to senior management.


• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Qualifications



• Possess a minimum of 10 years of experience in customer service management within the Workers Compensation domain.


• Demonstrate expertise in policy administration new business and claims processes.


• Exhibit strong analytical and problem-solving skills to identify and address service delivery challenges.


• Show proficiency in using technology solutions to enhance service delivery processes.


• Display excellent communication and interpersonal skills to build strong stakeholder relationships


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