Manager – Insurance (Policy Admin)

As a Transactional Quality (TQ) lead, you are responsible for ensuring strong quality Audit methodologies / framework for the processes covered under Accuracy SLAs, deploying the framework and ensuring quality audits are performed as per defined framework, root cause analysis as per audit findings, feedback to associates and process improvements over period of time.

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• Manage end to end Quality for the aligned Life and claims processes, including new and BAU processes.
• Lead a team of Quality Analysts leads across different geographies in US/India/Philippines.
• Ensure the QA team deliverables are executed timely and accurately.
• Devise sampling strategy, Calibration method, Customer complaint / Incident management across all processes and ensure team meets client s expectations.
• Identify and drive continuous improvement projects to improve process business performance.
• Work as change agent and liaise with functional / vertical managers to accept and agree the need for change.
• Involve in defining Accuracy SLA/KPI as per process scope, baseline the targets and finalize with internal and external stakeholders (Ensure metrics reflects true health of process end to end).
• Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].
• Design, Develop and Deliver Quality in Life & Annuity Claims, in Insurance business.
• Adhere to signed off Quality Standard Documents, Governance Plans, and other prescribed regulations.
• Drive quality related activities, Calibrations with clients internal team, FMEA, Risk Compliance practices.
• Facilitate sharing of best practices from within and outside the organization and implement them.
• Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.
• Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.
• Create and manage performance dashboards, which depict business and ops metrics clearly.
• Lead & support Lean Six Sigma DNA in the Organisation following DMAIC, LEAN (VSM), Kaizen Projects within process.
• Provide support & be part of Transformation initiatives across the account & takes part in process improvement activities.
• Participate in client meetings to construct everlasting work relations that shall enhance strong customer satisfaction.
• Identify comprehensive target set of compliance data for users across teams.
• Manage service delivery of Life and annuity claims investigation, processing and payments processes in scope.
• Consolidate data from businesses and testing teams to build monthly reporting package.
• Review reports to identify trends and key risk areas.
• Preparation of presentations and trends identified for reporting to senior management.
• Identifying additional metrics to be included in reporting packages.
• Ensure Service Level Agreements (SLA) are met on Accuracy.
• Maintain sound Internal control environment.
• Lead Special Projects and handle customer expectations.
• Systematically identify, analyse and tackle issues and problems to reach optimal solutions in a timely manner.
• Ensures readiness of Business Continuity plan and lead implementation if necessary.
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Perform other miscellaneous duties as required by management.