Group Manager

4 weeks ago

Pune, India WNS Global Services Full time
Job Description

  • Group Manager will manage team of 80-100 staff and will be responsible for day-to-day operations. This role also requires him/her to liaise with the clients on a daily/weekly basis and ensure contractual deliverables are met.
  • Manages a group of FLM (AM/DM) and is primarily responsible for delivering SLAs and schedule for tasks performed.
  • Drive team performance, KPI management, reporting, absenteeism, attrition, etc.
  • Handle day to day operations with focus on coaching, recognition, performance management and analysis including data trends and drivers.
  • Manage customer/client escalations effectively as per guidelines.
  • Interact regularly with the clients to share updates, manage operational reviews.
  • Responsible for client and employee satisfaction and reduce attrition by working closely with the HR, while also collaborating with other process owners and training / quality managers to share best practices and drive higher results.
  • Determine capacity planning, hiring needs and interviewing to onboard appropriate skill sets required for service delivery.
  • Drive Transformation and process improvement initiatives in the processes.
  • Should be ok with working in 24* 7 environment, spilt offs and rotational shifts.
  • Demonstrated leadership ability and excellent people management skills.
  • Knowledge and experience in organizational effectiveness and operations management
  • Excellent computer skills and proficient in Excel, Word, Outlook, and Access
  • Excellent communication skills both verbal and written.
  • Excellent interpersonal skills and a collaborative management style
  • A demonstrated commitment to high professional ethical standards in a diverse workplace
  • Open to direction and Collaborative work style and commitment to get the job done.
  • High comfort level working in a diverse environment.
  • Solutions mind-set, passion to drive better customer experience.
  • Ability to adapt self with the team in-case of adversity, business challenges/requirement.
  • Attention to details.

Qualifications

Graduate



Additional Information

  • Experience of minimum 2 years in General Insurance or Chat Process is a must. Policy Servicing in general insurance will be preferred.
  • At least 1 year experience in handling Operations with a span of at least 70 employees and team leaders
  • External Certification in P & C / General Insurance will be an advantage

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