Process Lead

Process Lead

As a Process Lead, you will monitor incoming work requests for instruction accuracy and completeness and be responsible for working with the client to supplement or clarify incomplete or ambiguous requests. You will be intensely involved in facilitating new processes and procedures, working with immediate supervisor / manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team. You will assist in integrating these new processes into existing operations. You are or will become a Subject Matter Expert to the processes and procedures, client products, policy administration and recordkeeping systems, and any other ancillary systems.

You will train new team members in operational functions including client specific procedures, service level agreements, the use of internal systems and client specific tools. You will track and report productivity service measurements to immediate supervisor / manager regularly to improve team and individual effectiveness. You will assist in monthly Metrics Reporting for volume and accuracy of work performed in the group, as well as documenting client specific processes and procedures.

Location for this position is Atlanta, GA. (Hybrid)

Responsibilities

Monitors incoming work requests for instruction accuracy and completeness

Responsible for working with the client to supplement or clarify incomplete or ambiguous requests

Monitors workflow and deliverable dates to ensure compliance with client service standards

Performs quality control review of processed work and client deliverables.

Track audit results to improve individual performance and to develop system enhancements

Is or becomes a Subject Matter Expert to the processes and procedures, client products, policy administration and recordkeeping systems, all systems required for the role and any other ancillary systems.

Train new team members in operational functions including client specific procedures, service level agreements, the use of internal systems and client specific tools.

Facilitates new processes and procedures, working with immediate supervisor / manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team. Assists in integrating these new processes into existing operations.

Track and report productivity service measurements to immediate supervisor / manager regularly to improve team and individual effectiveness.

Assists in documenting client specific processes and procedures.

Assists in monthly Metrics Reporting for volume and accuracy of work performed in the group.

Any additional tasks as needed or requested

Willing to get cross skilled and manage items for multiple businesses as and when needed.

Support in the resolution of escalations / complaints and interface with customers / producers to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA

Ensure working production on a day to day basis

Skills required :

Excellent prioritization skills to ensure critical items are worked well with production

Excellent team player

Great at collaborating across all teams

Excellent understanding of system tools, especially Microsoft suite and ability to learn / trouble shoot basic system issues is a must.

Proactiveness

Qualifications : Basic :

• Bachelor’s degree or foreign equivalent required from an accredited institution.
• At least 3 years of relevant work experience in BPO sector, working on data.
• Spanish speaking and reading is a required skillset

Preferred

Strong understanding of Advisor / Client relationships

Two (2) years in a client facing role or as a lead

Insurance and / or financial industry knowledge

Experience in the Financial Services sector working with data or trade processing

Analytical skills

Good understanding of McCamish Systems’ functionality and service offerings

Project management skills