Senior Manager - Benefits Operations

Overview

To serve as a member of the management of GSC & own responsibility & accountability of one or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage team leaders & associates

Responsibilities

• Drive & achieve productivity enhancements
• Own weekly/monthly management reports & highlight relevant gaps &/or concerns
• Oversee migration & stabilization of new processes
• Periodically review process & regulatory requirements & ensure compliance
• Review FTE requirements, shift plans & capacity planning
• Initiate, Execute & Facilitate process improvement initiatives/projects
• Integrate domain knowledge & business understanding to create superior solutions for the client
• Must clear at least one certification a year
• Conduct regular meetings with team leaders & resolve concerns
• Conduct skip level meetings with team members & resolve escalations
• Own rewards & recognition schemes for assigned processes/teams
• Oversee L&D trainings for self & team leaders
• Oversee staff domain certifications
• Ensure completion of process certifications by all staff (Team leads & associate) within pre defined timelines
• Liaise with recruitment team for recruiting new team members
• Identify & facilitate movements within the division for team leads
• Customer Service & SLA Delivery: Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes
• Manage client relationships and escalations
• Strategic Initiatives: Explore opportunities to move processes to the GSC satellite office
• Participate in special projects/organization wide initiatives

Qualifications

• Education: Major: Post graduation in any discipline
• Degree: Master
• Licenses/Certificates: Related industry certifications preferred
• Work Experience: Minimum six years of experience in the ITES sector
• Minimum 5 years of experience in a managerial role (Must have experience in managing a span over 30)
• Graduate from a recognized university & relevant
• Relevant healthcare experience
• Prior work experience in UK Insurance domain
• Onsite transition experience

Skills

• Strategic Thinking
• People Management
• Transformational Leadership
• Process Focus
• Client Management
• Innovation Focus
• Ability to learn & drive change
• Impact & Influence

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