Operations Supervisor - Trenton, United States - MSIG Holdings USA, Inc.

MSIG Holdings USA, Inc. Trenton, United States

2 weeks ago

Description

MSIG North America continues to grow

Summary/Job Purpose:
Responsible for monitoring and evaluating the day-to-day operations of an off-shore business process outsourcing (BPO) provider. Ensure the BPO team is performing well and meeting all of the defined KPI's.

Essential Functions:

Percentage of Time:

Build, recruit, and hire an internal team from the ground up while making recommendations on roles needed and associated on-boarding timeframes.

Create an infrastructure and project plan to achieve a successful BPO implementation.
Transition work to BPO provider 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.
Manage the daily BPO provider and conduct regular meetings to ensure satisfaction with service standards.
Analyze data to identify trends in or behavior patterns that may require changes to business processes.
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.
Conduct timestudies and FTE analysis to determine staffing needs.
Create and implement a vendor management audit program.

Answer questions from BPO provider and identify missing information or other items that are preventing work from being completed timely.

Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.

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:
Diploma/Degree
Bachelor's Degree.
3+ years of experience in a P&C insurance company Underwriting or Operations department.
3-5 years of Operations Leadership with direct reports; BPO experience a plus.
Effective communication skills.
Knowledge of the end-to-end workflow for both new and renewal business.
Strong focus on process improvement, capacity planning and FTE analysis.
Demonstrated ability to identify opportunities for improvement, develop and implement strategy, inspire the needed resources and successfully implement change.
Ability to influence others to execute change management.
Strong analytical and problem solving skills.
Demonstrated expertise with managing projects.
Strong MS Excel, Visio and Powerpoint skills

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.
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