Roles and Responsibilities :
Ensure that service level metrics as defined by the client are met.
Adherence to Project Timelines and Rigor.
Understand and capture customer baseline data around SLAs and operational metrics transition.
Ensure that Legal and compliance defects are zero or tend to zero.
Ensure FTE growth as per plan.
Identify additional off shoring opportunities from existing London Market business areas in India.
VOC scores are met or exceeded once the process moves to Production.
Establish peer-to-peer relationships with the onshore business.
Ensure complete, transparent and frequent communication with the business.
Adhere to the communication plan and rigor as agreed with the business.
New Hire Orientation and Agent attrition
Will work with the Human Resources Department and the Service Delivery Leader on getting the right people with the right skill sets for the job.
Will involve the Human Resources department on attrition related issues and keep attrition levels.
Employee touch time
Ensure Rewards and recognitions in teams
Ensure on time completion of Agent appraisals
Encourage & drive Agent initiative and continuous improvements
Ensure Employee Satisfaction levels are high
Ensure all HR records are being maintained as prescribed and available for audit from time to time.
Ensure Agent one-on-ones are being done and documented as prescribed.
Will develop SME's to take on higher responsibilities
Will lead and support Six Sigma projects to improve process performance on a consistent basis
Establish solid rapport with each team members as indicated by team members.
Encourage others on the team to identify barriers to team functioning and suggest remedies.
Conduct one on ones on monthly basis and half yearly and yearly appraisals.
To move between leadership role and team member role on various projects as required.
Actively drive Brainwave activities.
To ensure appropriate and timely escalations to immediate superiors.
Ensure that credit is given to others who contribute to team well being.
To ensure staff welfare as per the budget.
Up skill using existing WNS training modules.
To fix a percentage of time, to conduct training for people reporting to you.
Admin and Logistics
Ensure shifts are being planned as per business requirement
Transport and logistics are managed effectively.
London Market Knowledge
Knowledge of Premium Calculations, Slip reading, Claims Processing, Technical Accounting knowledge , Issuance & Re-Issuance ,
London Market & Lloyds Market Underwriting (new submission, quote, decline, written,
endorsements & slips) experience is must.
Should have excellent communication skills & be able to manage day to day work.
Should be a team player with focus on maintaining the highest level of quality and achieving team
targets as specified by process.
Minimum 1 year of London Market & Lloyds Market SME experience
Graduate - Any Stream
Working knowledge in insurance & Reinsurance domain, Lloyds of London experience