This role is responsible for leading, managing and supporting assigned administrative team to effectively service internal and external customers. Responsible for continuous improvement of customer experience, business results, compliance, and employee development. Monitors all aspects of team performance, including but not limited to, customer experience, work product quality and coordination, workload and inventory efficiency, attendance and compliance with established company and regulatory guidelines. Responsible for individual employee development through regular performance reviews with improvement plans, skill coaching, progress tracking, feedback and discipline. May be responsible for supervising inbound/outbound calls and for overseeing distribution of mail and other documents to appropriate individuals in the organization. Interacts with customers, vendors and other internal departments to investigate and resolve technical processing and financial transaction issues. Addresses customer escalations and works to resolve them directly, or route to the appropriate contacts for resolution. Performs others duties as assigned. Evaluates reports, trends and results to identify and take action to improve business outcomes. Creates, updates, and maintains operational reports as required. May create and deliver presentations to immediate leadership team as well as key stakeholders in other business units. Presentations include, but are not limited to, individual and team results, key performance indicators, root cause analysis of opportunities and next steps planning with implementation timeline. Approves payment of bills for allocated adjustments expense within designated authority.
Work Timings (India) - (6:30pm – 3:30am IST)
Requirements
Software / Tool Skills
Insurance process-BPS/GCC 3 to 6 years including 1 to 3 years team leader experience.
US Property & Casualty customer service or claims experience desired but not mandatory.
Microsoft Office - Intermediate (1-3 Years)
Adaptable and flexible to new technology - Entry Level (1-3 Years)
Important Skills:
- Good people leadership / team leadership
- Strong communication skills
- Change management or change champion
- Process improvement and operational efficiency (Lean & Six Sigma)
- Quality Management System (QMS)
- Process automation and optimization
Other details:
- Must have Skills : excellent communication skills, leadership skills, team management
- Specific Keywords: change management, conflict management, supervising, address escalations
- India Location : Pune (first priority); Hyderabad (option 2)
Other Critical Skills
Excellent written and verbal Communication - Advanced
Problem Solving and Decision Making Skills - Intermediate
Conflict Resolution Skills - Intermediate
People Management - Intermediate
Listening Skills - Advanced
Customer Service Skills - Intermediate
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.