REF55221O - Assistant Manager - UK Motor Insurance- Pune

PURPOSE Responsible to achieve operational goals and standards as defined by the Organization / Senior Management, should be capable of managing the process, clients, team and ensuring end-to-end delivery of SLAs. Lead a team of 15-25 FTE s

WORK EXPERIENCE:
Work Experience - 3-4 years in a leadership role
Experience in Voice Insurance Extensive knowledge on Claims handling for within UK Motor Insurance is mandatory

DUTIES / RESPONSIBILITIES
Ensure Service Level metrics are met as defined by the clients/processes
Driving Quality & Efficiency projects, brainwaves, Agile interventions within the teams
Ensuring that Compliance standards are met as per ISO, GDPR and Regulatory guidelines
Customer Centricity - Should drive his/her efforts to maximise customer benefits
Identify and lead Green Belt/Yellow belt/AGILE projects in his/her area
Adhere to Client/WNS specific policies and compliance regulations
Establish and Manage healthy relationships with the onshore business
Ensure complete, transparent and frequent communication with the business
EWS accuracy, Attrition Management, Resource & leave planning and recruitment
1-2-1 Adherence, Learning and development of team members
Identifying avenues of efficiency and quality Improvement to benefit end customer
Work state Management, designing and managing team goals and parameters
Ensuring Capacity and Shift Planning is appropriately done with minimal impact to business
Appropriate and timely escalations to immediate supervisor
Exhibit Business and Decision making skills
Coordination with various teams and departments to support other functions
Strong and effective documentation of Training, Quality and Governance Framework
Identification and grooming of potential lead coaches
Timely management and resolution of chasers/escalations from Onshore
Working on escalations/business cases that need to be discussed with the client for decision making, PIP cases & disciplinary issues
Be professional and courteous & maintain a high level of integrity and confidentiality at all times
Assist and support Group Managers wherever required & be part of a collaborative work environment in achieving personal & team goals
Driving Culture of High Performing teams
Ensure team bonding, Manage & guide career aspirations of agents/lead coaches
Achieving satisfactory performance in Voice of Customer survey s
Accurately and timely reporting of CSL/Key MI for external and internal customer

SKILL SETS
Soft Skills Required skills:
Basic Computer literacy
Typing Speed minimum 30 wpm
Excellent comprehension of spoken & written English and interpretation into appropriate action and intended outcome
Excellent Analytical Skills
Excellent Spoken English & Written English Skills
Ability to accurately capture both alpha and numerical data
Good grasping ability and logical reasoning Behavioural Competencies
Decision making ability & Attention to detail
Ability to manager large teams with high complexity
Team players with a ready disposition to learn
Professional mannerisms
Customer Centricity
Commitment and reliability
Versatile and adaptable
Motivated by achieving targets Qualifications

College / University Graduate / Minimum 15 years of education