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Assistant manager – process (insurance – international voice operations) 4-8 years wfo banga
Jobs
#695901
Full Time
Job Description
Hiring for a Insurance Tech organization
Looking for experience in managing International clients for US and UK region
Assistant Manager – Process (Insurance – International Voice Operations)
Department: Insurance Operations
Shift: Rotational (US/Singapore) - Shift Timing 10 pm - 7am
Key Responsibilities
1. Operations & Call Management
· Oversee daily voice operations for insurance-related queries (Policy servicing, Claims status, Underwriting queries, Billing issues, Renewals, Endorsements).
· Ensure timely and accurate resolution of customer queries over calls.
· Monitor SLA, AHT, FCR, CSAT, Quality scores, and other KPIs.
· Handle escalations and complex customer interactions.
2. Team Leadership & Performance Management
· Manage, coach, and mentor a team of customer service representatives.
· Conduct call monitoring, feedback sessions, and performance reviews.
· Drive productivity, attendance, and adherence management.
· Identify training needs and conduct refresher sessions.
3. Client & Stakeholder Management
· Act as a SPOC for international clients.
· Participate in governance calls and performance review meetings.
· Prepare and present MIS reports, dashboards, and operational updates.
· Ensure client-specific compliance and communication standards are met.
4. Quality & Compliance
· Ensure adherence to regulatory guidelines (e.g., US/UK insurance compliance standards, GDPR where applicable).
· Maintain data security and confidentiality standards.
· Drive quality improvement initiatives and reduce repeat calls.
5. Process Improvement
· Identify call drivers and implement corrective measures.
· Recommend automation or workflow enhancements.
· Standardize call scripts and SOPs for better customer experience.
Rewired Qualifications
· Bachelor’s Degree in Business, Finance, Insurance, or related field.
· 5–8 years of experience in Insurance Operations (Voice Process preferred).
· Minimum 2 years of experience in team handling or supervisory role.
· Experience handling international insurance clients (US/UK/AU preferred).
Strong understanding of insurance products (Life, Health, P&C, or Reinsurance).
Looking for experience in managing International clients for US and UK region
Assistant Manager – Process (Insurance – International Voice Operations)
Department: Insurance Operations
Shift: Rotational (US/Singapore) - Shift Timing 10 pm - 7am
Key Responsibilities
1. Operations & Call Management
· Oversee daily voice operations for insurance-related queries (Policy servicing, Claims status, Underwriting queries, Billing issues, Renewals, Endorsements).
· Ensure timely and accurate resolution of customer queries over calls.
· Monitor SLA, AHT, FCR, CSAT, Quality scores, and other KPIs.
· Handle escalations and complex customer interactions.
2. Team Leadership & Performance Management
· Manage, coach, and mentor a team of customer service representatives.
· Conduct call monitoring, feedback sessions, and performance reviews.
· Drive productivity, attendance, and adherence management.
· Identify training needs and conduct refresher sessions.
3. Client & Stakeholder Management
· Act as a SPOC for international clients.
· Participate in governance calls and performance review meetings.
· Prepare and present MIS reports, dashboards, and operational updates.
· Ensure client-specific compliance and communication standards are met.
4. Quality & Compliance
· Ensure adherence to regulatory guidelines (e.g., US/UK insurance compliance standards, GDPR where applicable).
· Maintain data security and confidentiality standards.
· Drive quality improvement initiatives and reduce repeat calls.
5. Process Improvement
· Identify call drivers and implement corrective measures.
· Recommend automation or workflow enhancements.
· Standardize call scripts and SOPs for better customer experience.
Rewired Qualifications
· Bachelor’s Degree in Business, Finance, Insurance, or related field.
· 5–8 years of experience in Insurance Operations (Voice Process preferred).
· Minimum 2 years of experience in team handling or supervisory role.
· Experience handling international insurance clients (US/UK/AU preferred).
Strong understanding of insurance products (Life, Health, P&C, or Reinsurance).
