BPO Customer Lead - UK Pension
Gratitude IncBPO Customer Lead - UK Pension
Job Description
Key Skills
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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.
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