Job Title

1) Operations & Service Delivery: Oversee daily team performance (AHT, QA, productivity, SLAs, accuracy, schedule adherence).Manage work distribution, queues/backlogs, and intraday staffing. Ensure adherence to client SOPs, process controls, and turnaround times (TATs).Conduct daily huddles, shift handovers, and floor support for escalations. Coordinate with Workforce Management (WFM) for schedules, shrinkage, and volumes. Support process transitions/ramps, including KT, pilots, and stabilization.2) Quality, Compliance & Risk Control: Drive quality through audits, error analysis, and action plans. Ensure compliance with client policies, data privacy, and regulatory guidelines relevant to U.S. insurance (e.g., state-level rules, NAIC-aligned practices, data protection).Maintain documentation: SOPs, control checklists, and versioning. Incident reporting and corrective/preventive actions (CAPA) for defects.3) People Management: Coaching & FeedbackDeliver structured coaching: 1:1s, monthly performance reviews, and improvement plans.Provide real-time behavioral and skill feedback; reinforce call handling and written communication standards.Identify skill gaps; coordinate cross-training and upskilling.Recognize and reward performance; maintain team engagement and retention.4) Client & Stakeholder Management: Serve as operational POC for client counterparts and internal functions (QA, Training, WFM, HR, IT).Participate in governance calls; present weekly/monthly business reviews. Translate client priorities into actionable plans; close the loop on feedback.5) Reporting & Analytics: Generate daily/weekly/monthly reports: volumes, SLA attainment, QA scores, defects, rework, and productivity.Track KPIs and trends; provide insights and recommendations.Maintain dashboards and trackers; ensure data integrity and timely distribution.6) Continuous Improvement & Projects:Lead small Kaizen initiatives: defect reduction, rework elimination, cycle-time improvements.Support automation opportunities (templates, macros, simple workflow tweaks).Document and standardize best practices.7) Governance, Escalations & Issue Resolution Manage escalations with root cause, impact assessment, and resolution plans.Keep stakeholders informed with clear, above-average written/verbal updates.Ensure business continuity and adherence to contingency plans.