Responsible for leading and monitoring the operations of multiple off-shore business process outsourcing (BPO) providers. Ensure the BPO teams are performing well and meeting all of the defined KPI’s.
Essential Functions:
Percentage of Time:
- Lead a team of Process Owners to implement and support the organizational BPO model.
- Create strategic plans on identifying functions and work streams to expand existing BPO framework.
- Research BPO vendors, select vendors and negotiate contracts / pricing.
- Execute the transition of work to BPO providers in accordance with project plan goals.
- Provide guidance to both the BPO team and internal team members while addressing performance issues as needed.
- Manage a team of Process Owners to ensure that established goals are met or exceeded at all times.
- Conduct performance reviews to ensure that employees are meeting company standards.
- Coordinate, develop, and implement training programs for new hires and BPO provider.
- Develop and implement new processes or procedures to improve efficiency or quality of service.
- Establish high standards and monitor KPI results and identify root causes for backlog, quality, SLA’s, productivity, etc.
- Create and implement a vendor management audit program.
Supervisory Responsibilities:
This position has direct reports and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience Required:
- Bachelor’s Degree.
- 10+ years of experience in a P&C insurance company Operations department.
- 8-10 years of Operations Leadership with BPO providers.
- Effective communication skills.
- Knowledge of the end-to-end workflow for both new and renewal business.
- Strong focus on process improvement, capacity planning and FTE analysis.
