What are the responsibilities and job description for the Global Account Manager position at HCLTech?
Job Description
An experienced Insurance Call Center Customer Service Director experienced in Banking or Property and Casualty and Life insurance to support complex business process for our outsourcing accounts. In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team. This is a senior-level position requiring experience in the P&C industry or Banking and account management. Experience in BPO banking or insurance contracts, call center operations, customer services and / or retention is preferred. In addition, candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.
POSITION RESPONSIBILITIES
Customer Service Directors manage the day-to-day client relationship, including strategic planning, change management, process creation, adherence, and service delivery. In this role, you will be the primary point of contact for clients and the HCLTech operations team. The Director is responsible for the following tasks :
- Develop a detailed understanding of client products and services
- Conduct audits to ensure employee compliance with internal and external policies.
- Provide hands-on team leadership, problem-solving, and coaching
- Manage growth and oversee the customer service operations
- Improve and strengthen existing programs
- Provide input, innovation, and support to a team of supervisors and team leads
- Project management of new launches and initiatives, including process design and implementation
- Ensure program efficiency and financial performance
- Perform insurance functions as needed, including processing claims, billings, and policy changes
CANDIDATE QUALIFICATIONS
Qualified candidates will be willing to learn new products, processes, and technology. In addition, candidates should be positive, driven, and confident individuals that will professionally represent the company and its customers. Other Customer Service Director Qualifications Include :
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and / or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies : medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
