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BPO Operations Manager
Preferred Experience:

* 5-10 years insurance company operations management {Or 5-10 years experience at large agency (with minimum of 10 CSR’s)} * Deep customer service and underwriting knowledge * Preferred prior management of at least 30-60 clerical staff in company environment

Technical skills:

* Microsoft Office Suite * Phone system management &- managing multiple queues and distribution /assignment of CSR’s * Management of work in process * Management and monitoring of compliance to service standards and production of service standards reports * Identify and resolve workflow issues, including IVR changes * Sponsor Six Sigma or Six Sigma Lite projects * Management/oversight of Pay for Performance program * Financial analysis of expenses, identification and resolution of issues * Financial planning, including staff level planning and impact on expenses

Leadership skills:

* Ability to discuss business issues with client * Ability to communicate workflow changes to client * Hire/fire authority &- identify good candidates and place in correct position * Ability to work with India operations team as well as domestic teams * Ability to work with other teams for overall efficient process flow, including accounting, business analysts, phone support, IVR support, disaster recovery backup team * Experience managing clerical operations in multiple physical locations around the US

Insurance Knowledge:

* In depth experience with Personal Lines &- Residential Property, Dwelling Fire * Experience in Commercial Lines &- Property and General Liability

Essential Job Functions

* Provides periodic reports of staffing, workflow, volume metrics, and other key performance metrics to document business operations. Analyzes reports to ensure business operations are efficient and cost effective. Identifies issues and recommends alternative courses of actions. * Analyzes detailed performance metrics and collaborates with managers and staff to formulate service improvement recommendations. Communicates recommendations to senior management to enhance productivity and increase revenues. * Develops and monitors standard business processes to ensure consistency and efficiency across appropriate groups such as teams, departments, and staffs. Identifies issues or process improvements and recommends same. * Supports management training to ensure that standard business processes are implemented consistently across appropriate groups. May provide input and feedback to appropriate parties to enhance training. * Adheres to standard accounting structures in accordance with established policies and procedures. Monitors and audits labor charge reports to ensure that company policies and procedures are adhered to. Recommends changes or updates. * Leads strategic planning sessions to ensure clear and consistent direction across assigned area teams; facilitates discussion and provides structure and input into results. * Coordinates with appropriate parties to prepare and consolidate monthly reviews including examination of variance to goals. Prepares financial reports and monitors weekly financial performance to ensure company financial goals are being met. Identifies issues or enhancements to meet financial goals. * scjobs P&C

Qualification

Basic Qualifications

* Bachelor’s degree or equivalent combination of education and experience * Bachelor’s degree in accounting, finance, business administration or related field preferred * MBA or CPA preferred * Ten or more years of business unit / account management experience * Experience working with the company’s business management practices, principles, methodologies, and supporting tools * Experience working with generally accepted financial management principles * Six or more years of leadership experience included preferred Other Qualifications * Strong communication skills * Strong interpersonal and presentation skills for interacting with team members and clients * Good analytical and strategic problem-solving skills * Good organization skills to balance work and prioritize issues * Good leadership skills * Ability to work as part of a team and provide managerial guidance to less experienced supervisors * MUST be willing to relocate (if necessary) to work out of our offices in either Blythewood, SC or Sarasota, FL. * Ability to travel occassionallyrequired (less than 25% travel).

Remote Work Location Authorized:No
Relocation Assistance:Not Available
Clearance Level:None

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Published at 29-05-2009
Viewed: 32 times