REF57596J - UK Motor Insurance - Operations Manager - Pune

Operational Parameters Ensure that service level metrics as defined by the client are met. Adherence to Project Timelines and Rigor. Understand and capture customer baseline data around SLAs and operational metrics transition. Ensure that Legal and compliance defects are zero or tend to zero. Ensure FTE growth as per plan. Identify additional off shoring opportunities from existing business Make or/and Approve Payment on Client system as per the available payment authority limit Adherence to process guidelines in dealing with financials on the claimCustomer Satisfaction Establish peer-to-peer relationships with the onshore business. Ensure complete, transparent and frequent communication with the business. Adhere to the communication plan and rigor as agreed with the business. New Hire Orientation and Agent attrition Will work with the Human Resources Department and the Service Delivery Leader on getting the right people with the right skill sets for the job. Will involve the Human Resources department on attrition related issues and keep attrition levels.Employee touch time Ensure Rewards and recognitions in teams Ensure on time completion of Agent appraisals by the Team Leaders, and TL/QAL appraisals are done on time. Encourage & drive Agent initiative and continuous improvements Ensure Employee Satisfaction levels are high Ensure all HR records are being maintained as prescribed and available for audit from time to time. Conduct the DM/AM/AQAM one on ones and ensure Agent one-on-ones are being done and documented as prescribed. Will develop AM to take on higher responsibilities Will lead and support Six Sigma projects to improve process performance on a consistent basis Establish solid rapport with each team members as indicated by team members. Encourage others on the team to identify barriers to team functioning and suggest remedies.Operational Excellence Conduct one on ones on monthly basis and half yearly and yearly appraisals. To move between leadership/team member role on various projects as reqd. Actively drive Brainwave activities. To ensure appropriate and timely escalations to immediate superiors. Ensure that credit is given to others who contribute to team well being. To ensure staff welfare as per the budget.Training Up skill using existing WNS training modules. To fix a percentage of time, to conduct training for people reporting to you. Ensure shifts are being planned as per business requirement Transport and logistics are managed effectively