Operations Lead, Assurant-India

This position is primarily responsible for serving as a subject matter expert on operational processes and procedures, while also coaching and managing an operations team supporting open call management of claims and various services to ensure the highest standard of customer service is delivered in the most cost effective and time efficient manner. Additional key focus areas include capacity planning, adherence to standard processes and procedures, and achievement of key internal and client metrics, such as defined SLAs, TATs, CSAT and NPS.

This position will be Work from Office at our Mumbai, India location.

What will be my duties and responsibilities in this job?

• Lead, coach, support and develop direct reports to build a high-performance team.
• Set and monitor KPIs for the team to ensure performance of the service is effective and efficient to deliver best-in-class service, while also while also continually reviewing these areas to ensure the team is operating in a compliant, cost-effective manner, such as vendor invoicing and payments.
• Set the team staffing goals on a regular basis, such as weekly and monthly, to ensure adequate staffing levels/rostering is in place for operation team.
• Establish the team’s framework for managing open calls to the service network to achieve adherence with TATs and ensure customer are being kept up to date with accurate statuses and ETAs.
• Develop the team’s effectiveness in interacting and managing vendors, including but not limited to constantly reenforcing our expectations, identifying and addressing root cause(s) of any issues, improving partner performance and timely status updates, identifying and addressing negative trends and taking corrective action, as necessary. Partner with Service Network team to create closed loop of feedback on vendor performance.
• Partner with Escalations team for the timely resolution of escalations.
• Enforce a culture of continuous process improvement within the team.
• Ensure team is knowledgeable of expected client commitments, such as SLAs, TATs, CSAT and NPS.
• Support the implementation of new clients, products and capabilities through operational user acceptance testing and team member training.
• Ensure that the team is approriately trained to achieve required service level standards and expectations, as well as effective customer management, with appropriate levels of cross training and multiskilling in place.
• Ensure oversight and budget management for the team.
• Direct Reportees: 7-9 Operations Executives
• Financial Responsibility: Expense budgets for assigned cost centers and programs
  
  
  

What are the requirements needed for this position?

• Overall 10+ years of work exp.
• Bachelor's degree in business or related field.
• Minimum 3-5 years in a operations or field service environment.
• Progressive, modern leadership experience required.
• Active organisation culture and DEI advocate, team and customer first mindset.
• Sound and thorough technical claims knowledge.
• Strong verbal and written communication skills.
• High level organizational skills with the ability to prioritize effectively.
• Applies expert problem-solving skills to the most complex of issues.
• Recognises, recommends and creates action-oriented plans for areas needing improvement.
• Strong communication and influencing skills.
• Strong understanding of financials, and performance metrics.
• Strong presentation and public-speaking skills.
• Ability to work in a fast-paced environment meeting tight deadlines while multitasking.
  
  
  

What other the Preferred Experience, Skills, and Knowledge?

• Industry knowledge or experience in consumer electronics/whitegoods.
• Experience of managing claims payable and receivable.
• Sound working knowledge of Microsoft Office applications e.g. Outlook, Word, etc. and ability to grasp new systems.