Job Summary
Performance parameters
- Acquiring expertise on different document types (ID/DL/Passport/Visa…etc.) for more than 200 countries
- To check and verify customers’ credentials and feed them correctly in database
- To identify and highlight fraudulent/fake/forged documents
- To meet Service Level Agreement, AHT and quality targets
- To report any bug or issue in CRM
- Participate in ideation workshop and share improvement ideas
- Adaptable to learn new document type, process, concept and skills
- Ensure adherence to process guidelines as per agreed quality standard on all SOPs
- Ensure that the assigned targets are achieved as per agreed SLA
- Ensure adherence to Company Policies and Procedures
- Should be flexible to work in a 24/7 environment
- Employee Satisfaction, people development and morale
- Process performance – as per KSFs over the month
- Attrition within target levels
- Improvement in quality and productivity
- Customer Satisfaction
- Any other essential function that may occur from time to time as directed by the Supervisor
Role/Responsibility
- Manage teams and ensure quality and productivity targets are met
- Develop strategies on the floor for reducing attrition and improving employee satisfaction
- Documented monthly performance review of Assistant Managers
- Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
- Mentor Agents and TLs for their growth and development
- Drive reward and recognition activity on the floor
- Drive process improvement activity on the floor using Process Excellence methodology
- Review Performance of the KPIs on a near term basis and develop plans for improvement in performance
- Stay in touch with the Client at the Process Owner level on regular basis to review progress
- Ensure compliance with internal policies and procedures, external regulations and information security standards
Competencies & Skills
- Prior Back Office Experience
- People management and leadership skills
- Capability to conduct an appraisal discussion
- Capability to communicate with large teams
- Appreciation of the domain needs of the process and its key drivers
- Reasonable level of business perspective regarding the internal functioning of a BPO
- Good client facing skills
Values & Behaviour
- Output driven mindset, determined, resilient, perseverant and persistent
- Customer Service Orientation
- Quality Orientation
- People & performance oriented
Education Requirements
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Work Experience Requirements
- Overall 5 years of work experience in Business Process Off-shoring
- Should have at least 3 years of supervisory experience in insurance business, preferably in the UK