Fișa postului

Function: Operations

Bucharest, Romania


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Inviting applications for the role of Claims Operations Team Leader role!


Responsibilities

Process:

•Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks

•Root cause analysis on defects & work towards meeting SLA’s.

•Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies

•Owning implementation and delivery of Operational Excellence Framework including Visual Management System

•Utilize capacity management tools to rightly schedule resources to meet demand for operations

•Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.

•Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool

•Create reporting both for client and Genpact management for Operations review

 

Client:

•Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction

•Escalation tracking and resolution for client issues

•Be part of the client organization to drive improvement projects

•Own and hold periodic reviews with clients on Operational performance

•Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy

 

Profitability:    

•Input and maintain data in all HR and Finance related tools to ensure right billing

•Drive productivity improvements within operations

•Farm new opportunities for revenue enhancement or cost reduction


What can we offer?

 Attractive salary

 Stable job offer - employment contract

 Work in the multicultural environment

 Various trainings (initiating, soft skills)

 Possibility of development

 Benefits (Medical benefits, insurance, partner discounts, additional vacation days, meal tickets)


Qualifications

•3+ years experience in Insurance Claims

•Proficient in English

•Relevant team and people management experience

•Previous experience in a BPO/Call Center/Shared Services environment (represents and advantage)

Nivel de vechime

Nivel mediu de experiență

Tip de angajare

Full-time

Ocupație

Altele

Sectoare de activitate

Tehnologia informației și servicii informatice

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