Job Description Operations Manager (DOC download) by keralaguest


									                                         BPO Operations Manager

Preferred Experience:
     5-10 years insurance company operations management
        OR 5-10 years experience at large agency (with minimum of 10 CSR’s)}
     Deep customer service and underwriting knowledge
     Preferred prior management of at least 30-60 clerical staff in company

Technical skills:
    Microsoft Office Suite
    Phone system management – managing multiple queues and distribution
       /assignment of CSR’s
    Management of work in process
    Management and monitoring of compliance to service standards and production
       of service standards reports
    Identify and resolve workflow issues, including IVR changes
    Sponsor Six Sigma or Six Sigma Lite projects
    Management/oversight of Pay for Performance program
    Financial analysis of expenses, identification and resolution of issues
    Financial planning, including staff level planning and impact on expenses

Leadership skills:
    Ability to discuss business issues with client
    Ability to communicate workflow changes to client
    Hire/fire authority – identify good candidates and place in correct position
    Ability to work with off shore operations team as well as domestic teams
    Ability to work with other teams for overall efficient process flow, including
       accounting, business analysts, phone support, IVR support, disaster recovery
       backup team
    Experience managing clerical operations in multiple physical locations around the

Insurance Knowledge:
     In-depth experience with Personal Lines – Residential Property, Dwelling Fire
     Experience in Commercial Lines – Property and General Liability

                                   Contact Davina Dockter, Senior Recruiter, CSC

CSC Confidential and Proprietary                                                   6/23/2011

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