Group Manager

Skillsets required

• 15+ years operational management experience
• Offshore operating structure, including responsibility for managing significant teams based out of different sites in India
• Complex process background, preferably including Insurance process . Not necessarily in life & pensions sector but familiarity with financial services highly desirable.
• Strong communication and influencing skill
• Personal flexibility and willingness to travel at short notice
• Should have experience of managing global delivery

Role Description:

Functional responsibility will cover service delivery both onshore and offshore.

• End to End Ownership at Account level. Responsible for Process Adherence, Compliance, Team Retention and SLAs at account level as per client MSA
• Management of Offshore operational resources in Chennai / Lucknow
• Responsible for improving Turnaround time, Active time, Customer Satisfaction
• Increasing and driving more work offshore
• Supporting new sales opportunities to deliver refined and new service offerings for our existing and new clients
• Effectively manage client relationships in order to maintain and grow their existing business to ensure revenue generation
• Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals
• Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients