group insurance Customer Service associate managerGratitude India & Philippines on behalf of Multinational Company

Group Insurance Customer Service Associate Manager OVERALL PURPOSE OF THE JOB
· Responsible for managing a team charged with providing support to the promotion of quality claimant outcomes, optimizing claimant benefits, and promoting the effective use of resources. Supports the procedures that ensure adherence to policies and claimant benefits in providing service that is appropriate, high quality, and cost effective. Includes oversight of the following functions in all or part: o Contact Center Services for Group Life and Group Disability Insurance: Handles customer service inquiries via the telephone and/or email and performs variety of complex clerical or administrative support functions which requires the knowledge and understanding of Group Insurance policies for Life and Disability Insurance.
KEY RESPONSIBILITIES
Responsible for over-all service delivery of Contact Center Operations supporting Group Insurance for Life and Disability;
Oversees team leads and customer service representatives whose primary function is to handle customer service inquiries via inbound calls;
Provides leadership, oversight, guidance and mentoring to Team Leads in making independent decisions, which have major day-to-day impacts in specific areas of responsibility, and may influence direction of other areas;
Allocates resources and responsibilities across team members to deliver business results and develop team members.
Manages and ensures consistent application of human resource processes including career development, salary review, resources, and performance management within area of responsibility;
Initiates and promotes continuous improvement programs across sphere of influence;
Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards.
Reports suspected or confirmed issues timely as the situation warrants to the Compliance Department and to Account leadership;
Responsible for ensuring Team Lead and Associate understanding of contractual, and regulatory requirements and for timely reporting of suspected or confirmed issues to the Compliance Department and to Account Leadership; and
Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department.
Business Delivery
Working with Operations Leads, assumes accountability for results of work to both Accenture and client;
Responsible for medium-term planning, objective setting, and development of new procedures and reporting within area of responsibility;
Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects.
Studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance;
Leverages data & analytical tools to enable business decisions for improving performance; and
Demonstrates operational leadership by providing and/or overseeing analysis of business challenges and promoting interdepartmental collaboration and facilitation of solutions.
Performance Management
Performs regular performance management steps in managing team performance; responsible for the following: o Daily performance tracking is ongoing; daily, weekly and month to date performance of any and all associates are readily available.
o Schedules 1x1 coaching sessions in advance and coaching documentation is accomplished within the appropriate time frame; o Derives data from client system and looks at current inventory levels to establish action items; o Reviews quality data (client audits and desk level audits) and analyzes root causes with team for action planning; o Ensures that goal setting is accomplished 100% for all associates at the start of the fiscal year in compliance to the annual review process and completion of the annual review process. Drives this by ensuring monthly individual goal setting; o Forecasts associates who are flagged for enrolment to Performance Improvement Plan (PIP) and should have supporting data ready (performance, qualitative as well as coaching documentation); o Meets or exceeds all performance metrics. Responsible for associates' and Team Leads' production and quality targets; and o Oversees and coordinates special projects as needed.
Reporting