What are the responsibilities and job description for the Operations BPO Manager position at MSIG Holdings USA, Inc.?
MSIG North America continues to grow!
Responsible for leading and monitoring the operations of multiple off-shore business process outsourcing (BPO) providers. Ensure the BPO teams are performing well and meeting all of the defined KPI's.
Essential Functions :
- Lead a team of Process Owners to implement and support the organizational BPO model.
- Create strategic plans on identifying functions and work streams to expand existing BPO framework.
- Research BPO vendors, select vendors and negotiate contracts / pricing.
- Execute the transition of work to BPO providers in accordance with project plan goals.
- Provide guidance to both the BPO team and internal team members while addressing performance issues as needed.
- Manage a team of Process Owners to ensure that established goals are met or exceeded at all times.
- Conduct performance reviews to ensure that employees are meeting company standards.
- Coordinate, develop, and implement training programs for new hires and BPO provider.
- Develop and implement new processes or procedures to improve efficiency or quality of service.
- Establish high standards and monitor KPI results and identify root causes for backlog, quality, SLA's, productivity, etc.
- Create and implement a vendor management audit program.
Supervisory Responsibilities :
This position has direct reports and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience Required :
It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!
It is the policy of MSIG-NA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG-NA will provide reasonable accommodations for qualified individuals with disabilities.
