In this role, you are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to your direct reports and meeting defined quality, customer experience and efficiency requirements.

Responsibilities

• Drive transformation projects from operations, digital asset implementation, standard methodologies' framework, case studies, benchmarking for making processes more efficient and effective


• Effectively engage with customers to understand and address customer pain points


• Provide direction and mentorship to the operations team for delivery of goals, promote a learning culture and build a solid team


• Align to customer goals and deliver on commitments consistently


• Foresee risks, be proactive and predictive while developing mitigation plans


• Build impactful customer relationship; improve Net Promoter Score. maintain existing book of business and drive revenue growth.

Minimum qualifications


• This will be Operating Leader position in Insurance Vertical (London/ UK Markets).


• Understanding of Insurance Industry and excellent knowledge of London Market Underwriting / Claims is a must have.


• Ability to prioritize and manage effectively across many competing and concurrent tasks • Ability to manage multiple geographies and understand the cultural nuances.


• Ability to manage through indirect authority and matrixed organization structures.


• Strong negotiation, facilitation and influencing and consensus building skills


• Exception verbal and written communication and Presentation skills. Should be able to prepare and present independently & confidently to senior leadership within GENPACT and Client organization


• Ability to work with all levels of the organization


• The Individual should have exposure/experience to systematically evaluate business opportunities, the ambitious attitude to build on existing capabilities


• Leverage lean six sigma framework to drive continuous performance improvement


• Implement appropriate mechanisms to identify, understand and escalate performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps


• Proactively understand Clients’ business need and propose appropriate solutions. Manage engagement staffing levels to deliver client expectation