Position- Senior Manager- Contact Center(Voice Process)

Client- UK Insurance

Skill- Voice Process

Shift- UK

Team size- 200-300 FTE's

Notice Period- Immediate(Mandatory)

Job Profile:

• Leads the operating unit, evaluating management information and monitoring the performance of the unit to improve the quality of service and meet designated quarterly and annual operational performance targets.
• Develops and delivers the operating plan for the unit within overall department strategy and guidelines.
• Manages relationships with key internal stakeholders in order to identify opportunities for service improvement to ensure commercial viability and customer satisfaction.
• Ensures standards are communicated and implemented in order to maintain service levels and efficiencies and to meet targets.
• Manages projects aimed at system or process improvement at a local or national level in order to drive continuous improvement of service and engage others through client brand values and standards.

• Broad process or project expertise with senior level customer interaction
• High level of discretion and decision making
• Strong experience in people management Savings and Retirement Plans
• Experience of Insurance & Reinsurance systems
• Strong data manipulation and interpretation skills
• Ability to understand and challenge accounting processes
• Ability to embed strong control environment across Financial Control Framework, requires evidence, testing, remedial action plans to ensure compliance
• Ability to build new processes/controls when required