General Manager, Retail Insurance Operations

Role & responsibilities

• Manage Day-To-Day Business Unit
• Use metrics to evaluate the performance of the business unit on a daily/weekly/monthly/quarterly basis
• Develop and maintain KPIs to evaluate the performance of the business unit in a more sophisticated manner
• Ensure achievement of quality and turnaround service levels across the business unit in an operationally efficient manner
• Use data and technology to improve team member utilization
• Collaborate with leaders/peers across Sales & Marketing, Implementations, and Client Relations to ensure optimal staffing for projected customer servicing needs
• Ensure customer escalations are handled urgently and thoughtfully
• Drive Strategy
• Develop strategies and drive initiatives that improve efficiency, increase customer satisfaction, and reduce operating expenses
• Active team member/thought leader in the process of product/systems innovations to enhance our service delivery infrastructure especially using automation tools such as UiPath, Automation Anywhere, Blue Prism, or WorkFusion, and machine learning/AI-based solutions
• Active team member in potential expansion of Patra regional Service delivery footprint i.e. site location strategy, language mix, etc., especially in India and the Philippines
• Facilitate initiatives that promote greater business continuity and risk management
• Work Across Teams
• Build and maintain successful collaborative partnerships with leaders across the enterprise to achieve business objectives, especially with client-facing teams, and members of the Quality & Training, Innovation, Technology & RPA, Security, Human Resources, Legal, Finance, and Facilities & Services teams
• Coordinate with client-facing teams to develop and maintain a medium-term operations plan
• Coordinate with client-facing team to improve communication and remove bottlenecks from existing processes
• Work with the internal consulting team to drive process re-engineering efforts that enable tangible benefits for the client and stakeholders globally
• Partner with Human Resources team to refine performance management and rewards programs to promote organizational operational excellence
• Regularly interact with North American-based Executive leadership team to ensure that operational priorities are aligned with the total company mission, vision, and values
• Be a Transformative Leader That Defines Culture
• Provide leadership, guidance, and development for current senior operational leaders
• Build, develop, and manage the operations team to ensure the firm can continue to scale with success
• Advocate on behalf of team members for initiatives that improve the employee experience generally
• Implement business practices that improve workforce diversity
• Promote a culture that emphasizes equity, ethics, and inclusiveness

• Qualifications & Technical Skills

• Graduate, Post Graduate (MBA preferred)
• Overall 10+ years in BPO Operational Delivery
• Management experience in a BPO or production operations environment
• Experience in leading/motivating a large, diverse workforce; must be able to build camaraderie/trust within and across organizations
• Highly effective leader with the ability to oversee a diverse array of activities and competing priorities
• Demonstrated capability providing strategic and tactical direction to a variety of operational support units.
• Strong organizational skills with proven ability to effectively plan and execute projects to achieve business objectives
• Strong project management skills; must be able to manage multiple projects at one time
• Advanced ability to process large amounts of information and make decisions in a high-growth environment where uncertainty exists
• Advanced communication skills (written and verbal), presentation skills, and interpersonal and relationship skills
• Tell stories succinctly with data: Prepare and present complex presentations to Executive level audiences

Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.