Job Description

:
Admin Ops SME/Trainer
Position Title
Sr. Executive Subject Matter Expert/Trainer
Function
Operations
Reports to
Assistant Manager/Lead Assistant Manager
Process Name
Complexity Level
Location Pune
Permanent/ Temporary
Permanent
Basic Function
The SME is responsible to train new hires on client Standards and procedures. Also, mentor associates to identify performance gaps and build remediation plan.
Process Description:
Essential Functions

• Train new hires on client Standards and procedures
• Mentor associates to identify performance gaps and build remediation plan.
• Participate in QA from time to time to address increased sample requirements in case of performance gaps.
• Contact external parties to obtain incomplete and/or inaccurate information (as necessary via outbound calls if required)
• Solves problems effectively; identifies the relevant issues, gathers needed information and input, applies sound reasoning, and develops workable solutions.
• Conduct ongoing analysis of performance and recommend actions for improvement at associate / process level.
• Participate in calibration exercises on a regular basis to ensure consistency in measurement.
• Work closely with QA and Operations team to conduct team huddles.
• Perform transaction processing as per defined policies and procedures.
• Co-ordinate all process improvement initiatives with process Black Belt.

Primary Internal Interactions

• Associates
• Ops AM, Lead AMs, Managers

Primary External Interactions

• Client, for the product interactions and calibrations

Organizational Relationships
Reports To: AM / Lead AM / Manager Operations
Skills
Technical Skills

• Good computer navigation skills
• Good keyboarding speed (25 W.P.M.)
• Good knowledge of complete MS Office suite

Process Specific Skills

• Understanding of process nuances
• Strong understanding of US P&C Insurance fundamentals

Understanding of claim Property processes preferable
Soft skills (Minimum)

• Strong customer service orientation, communication (written and verbal) and problem-solving skills.
• Ability to coach and give effective feedback on an ongoing basis.
• Demonstrating and advocating the vision and values of the organization
• Attention to detail and analysis / judgment skills in understanding account level requirements provided by client, compiling and summarizing information as necessary.
• Strong data comprehension skills read and carefully interpret business requirements.
• Responsible to handle high volume of transactions and identify scenarios demanding escalation to supervisor to avoid negative business (process or financial) impact

Soft Skills (Desired)

• Self-disciplined and result oriented.
• Ability to multitask.
• Ability to work effectively as part of a team.
• Open to work extra time as per business requirements.

Education Requirements
Graduation or diploma from a college or university with a minimum of fifteen (15) years of education
Work Experience Requirements

• Minimum Eighteen months of work experience in a related field is required.
• Experience in BPO US P&C Insurance industry.
• Experience in BPO specifically in US P&C Claims