BPO Customer Lead - UK Pension

Gratitude Inc

1076 Views

17 hours ago

16-18 Year(s)

₹ 25 - ₹ 35 Thousand p.m

Chennai

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Job Description

Key Skills

Call Center

138 candidate(s) have already applied for this Job. Apply now

key skills

MBA

Back-Office

Business Planning

Communication Skills

Operations Quality

Insurance industry

Location

Chennai

Salary between 25-35LPA

Candidate would be responsible for managing one of the most diverse operations in the UK Pensions

area for one of the largest occupational workplace pensions scheme.

Would be responsible for managing 600+ FTEs operations in the area of UK Pensions supporting back-office operations (policy administration, claims, servicing, scheme enrollment, policy transfers, change management, testing, FnA and Cash/reconciliation, controls) and Front Office Operations (Voice, Email and Chat).

Responsibilities would also include Quality, WFM, PMO and Analytics functions.

Role would be based out of Mumbai,India.

Role would be based out of Mumbai: Expertise in managing dynamic, evolving operations model, engaging actively with multiple stakeholders - product delivery, product design, MI teams, infrastructure teams and operations

Critical business acumen and experience in managing a strong relationship and partnership with the client

Experience to drive automations, large scale change management, strategic planning and

implementations

Experience in front office operations - KPIs, SLAs, Team management, knowledge of contact center architecture

Experience in managing large back-office operations, resourcing and capacity planning

Experience in working with internal stakeholders like DERM, HR etc to drive process excellence

Experience in handling audits - internal, customer facing and regulatory audits

Pre-requisites of the role:

• MBA with 16-18 years of Experience in handling large operations, majority of the tenure being in

retirement and pensions operations – Back-Office and Contact Centre

• Strong business acumen and exposure to Pensions industry domain in Insurance (retirements

and pensions)

 Change management and Automation implementation experience

• Strong delivery track record - knowledge of SLAs, KPIs

• Strong written and spoken communication skills.

• Experience in client interactions, client presentations, managing large scale changes

• Willingness to learn, capability to internalise diverse knowledge in a quick time

• Experience in business planning and execution

Role

Team Leader -(NonTechnical)

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Wesley Ivan Galicia

Recruiter - Gratitude Inc

NA, philippines

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