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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and people management skills while ensuring compliance with regulations and enhancing customer experiences. Proficient in developing performance improvement plans and effectively communicating performance metrics to drive team success.
Highest-signal resume keywords
Leadership ExperiencePeople Management SkillsInsurance Customer ServicePerformance Improvement PlansEffective Communication Abilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Insurance ProcessesBPO/GCC ExperiencePerformance Metrics MonitoringCoaching and Development SkillsCustomer Experience Management
Soft Skills
Effective CommunicationTeam CollaborationCustomer Engagement
Tools & Technologies
Chat Management PlatformsCase Management PlatformsPower BI
Industry Keywords
US Property & Casualty InsuranceRegulatory ComplianceRisk Acceptability Guidelines
About the role
Key responsibilities & impact- Supervises team members to enhance customer experiences for internal and external clients.
- Focuses on compliance with risk acceptability guidelines and achieving profitable business outcomes.
- Leads team to improve performance and contribute to organizational success.
- Monitors team performance metrics such as customer experience, work quality, and compliance with regulations.
- Creates and implements performance improvement plans tailored to individual team member skills.
- Ensures team members meet individual and collective performance goals.
- Regularly communicates performance metrics to team members and management.
- Engages with customer inquiries as needed.
- Collaborates with other leaders to develop and implement process improvements and special projects.
- Maintains current knowledge of procedures, contractual provisions, and regulatory requirements.
- Participates in professional development through industry-related courses and seminars.
- Advocates for the organization's overall strategy and core values.
Requirements
What you’ll need- Bachelor’s degree preferred.
- 3 to 6 years of experience in insurance processes, including BPO/GCC.
- 1 to 2 years of experience in a senior service support role, preferably in insurance customer service.
- Recent leadership experience required.
- Fluent in English, both written and spoken.
- Experience in US Property & Casualty Insurance customer service preferred.
- Strong people management skills.
- Effective communication abilities.
- Coaching and development skills.
- Experience with chat and case/alert management platforms.
- Familiarity with Power BI is desirable.
Benefits
Comp & perks- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development