Job Description

Business: Group Insurance COO/Operations Open positions: 1 Role Title: AM- Technical Specialists, GCB: 7 Location (Country / City): Hyderabad Recruiter Name: Kalim Uddin Why join us? Our Global Service Centres are an integral part of Global Businesses. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms. Group Insurance team manages end to end Customer Life Insurance and this process has been in existence in GSC for past 20 years. We cater to UK and Singapore regions for Life Insurance policies. The enthusiastic team services various request from the customer throughout their journey with us from the New Business stage to Policy closure. Improving customer experience and making our processes simple , better and faster each day has remained as our key focus. The Opportunity: Acquire a good understanding of processes assigned to; allocate tasks on a daily basis to the team consisting of Customer Service Executive(s). Handle escalations, resolve queries and support team to handle customer queries / issues effectively. Plan capacity and perform volume analysis through effective allocation of resources. Produce, interpret and analyse Management Information (MI). Ensure compliance as per audit requirements by performing the required audit checks for the process. Provide leadership to team assigned, consistent with group and company policies and standards. The jobholder is required to make decisions, plan and control the team. Abide by the respective operations manuals or any other manuals/guidelines or procedures. Identify and resolve queries on a day-today basis and also able to identify problems and recommend improvements. Ensure that the process performance metrics are met. Be proactive to put forward plans and able to prevent potential fraudulent situations. Ensures operational efficiency and monitors workflow. Prepares team capacity plan while fully utilizing the available resources. Be able to generate, understand and also interpret MI reports for business partners and GSC management. Responsible to maintain a positive atmosphere in the team in which creativity thrives and processes and productivity are continuously improved. Contributes to the development of subordinates with coaching/counselling and monitoring staff competency / multi-skilling. What you’ll do:

• Individual contributor role leading to stabilizing the end to end process.
• Manage and build a strong relationship with Business / Projects / Senior Relationship Managers and onshore Officers through regular dialogue
• Compile and complete the Training Monitoring Plans, training Material alongside with different SME and Team leaders within the processes
• Undertake quality checking of the audited work by the team to ensure quality standards are met at all times
• Undertake Complaint reviews and come up with root cause analysis, see if there are any procedural gaps or improvement required and drive continuous improvement environment within processes.
• Reviewing existing internal quality and provide solutions to enhance this within the team
• Lead by example in delivering excellent customer service through sharing of best practices and ideas
• Effectively resolve process related queries with regard to Life UK
• Create a supportive work environment driven by people centric values
• Acquire excellent process knowledge to handle escalations, resolve complex queries & complete quality checking as per the PLA
• Manage work for quality and ensure compliance with audit requirements.
• Usage of MI for business monitoring and improvement
• By actively contributing to the activities& functions of UK Life and GSC.
• Ensure all procedures are reviewed periodically with help of team leaders and ensure procedures are up-to-date at all times.

Requirements
What you will need to succeed in the role:

• Good understanding of the UK Life Insurance Process (D)
• Ability to Negotiate & build strong relationship with Business Partner or Onshore Centers (E)
• Ability to lead projects from Process perspective (D)
• Excellent communication skills (E)
• Excellent business relationship management skills (E)
• Excellent prioritization, planning and organization skills (E)
• Ability to learn very quickly and transfer knowledge appropriately (E)
• Ability to derive insight from large amounts of data from diverse sources. (D)
• Decision making based on experience, judgment and process knowledge (E)
• Intermediate Micro-soft Excel and Power-point knowledge. (D)
• Ability to conduct Process induction to the new Joiners. (E)

What additional skills will be good to have?

• Proven ability, with a successful record of accomplishment in risk, operational and regulatory management
• Positive attitude and ability to manage key stakeholders
• Relevant commercial customer management experience
• Excellent interpersonal skills, with a particular emphasis upon inspiring, influencing and negotiation skills in dealing with internal and external customers
• Ability to multi-task, work within tight time lines and under pressure
• Sound knowledge and experience in Banking Services is highly desirable
• Team player and enthusiastic personality with a drive to succeed
• Commercial acumen / prior customer service experience would be an added advantage

Qualifications

• A Bachelor’s degree or with equivalent industry/functional experience.
• Computer literate and ability to work on basic applications like MS Excel, MS Word and Outlook (E)
• Excellent Communication skills in English – written and verbal (E)
• Ability to be flexible and willing to change along with changes in corporate and department objectives in addition to recommending changes to assist in meeting these objectives. (E)
• Ability to learn quickly and adapt to evolving and changing priorities. Procedures change frequently; selected candidates are expected to implement the changes immediately with minimal training. (E)
• Is self-motivated, pragmatic - sense of urgency is a must (E)

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