UK Motor Insurance - Voice

Job Description

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 FTEs

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 maximize 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 Behavioral 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