Код вакансии: 60180
Вакансия: Operations Supervisor, CSG (Customer Service Group)
Компания: Западная страховая компания
Место работы: Москва
Требования:
Day to day management of one or more functions within the CSG group, who provide fast track underwriting and claims, production administrative processing, general administrative services, and ongoing customer service and support to all functions within the company.
Use operational metrics to monitor and measure performance, efficiency, and effectiveness. Work with Operations Manager to forecast volume fluctuations and implement proactive actions ensure consistency of service and quality. Lead CSG department to achieve predefined performance targets.
Support Operations Manager in identify root-causes of inefficient operations and suggest changes or new processes to address these inefficiencies.
Support the implementation of regular operational audits of the department to determine local performance against established and defined guidelines and rules.
Coordinate CSG Business Continuity Planning (“BCP”) to safeguard the personnel, documents, and customer service needs of the company in the event of interruption of normal office facilities (удобства) in the head offices or branches. Coordinate with the Operations Manager regarding updates in the Disaster Recovery Plan (“DRP). Ensure all appropriate staff are aware of their role in the event of execution of the Business Continuity plan.
Prepare reports as requested by Operations Manager.
Implement the performance appraisal process for CSG staff. Agree performance ratings with Operations Manager. Implement corrective coaching for staff not performing to an acceptable standard. Coach and identify candidates for future promotional opportunities.
Identify requirements and implement CSG department training programs.
Implement all Human Resources practices and standards within CSG.
Обязанности:
5-7 years operations experience with a minimum of 3-5 years leading, training and developing teams of 20 employees.
5 years work experience in an insurance environment.
Multinational experience is an advantage.
Local language proficiency, with English as a second language.
Time Management skills – Ability to manage multiple priorities.
Successful history defining and exceeding service objectives, making proactive and timely decisions to achieve results.
Strong analytical, interpersonal and project management skills in a production environment, from both a tactical and strategic sense.
Successful history implementing automation or process improvement initiatives which result in significant reduction in costs or increase in efficiency. Certification in process improvements methodologies an advantage. (e.g. six sigma, TQM etc.)
Ability to motivate CSG department to support company change initiatives.
Excellent people management skills. Proactive and enthusiastic leader providing clear direction to peers and subordinates.
Ability to build strong working relationships, with peers, senior management and staff.
Ability to coach high performing employees for future promotional opportunities. Ability to address performance issues effectively with low performing employees.
Solid experience in interfacing with large corporate customers on a variety of aspects of the business.
Education: 2 year College degree in a relevant field or discipline
Компенсационный пакет: Till 4000 USD
