Job Description

About Patra:Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines. Core Duties:Retail is focused on providing services to insurance brokers.As General Manager of Retail Operations, you are responsible for serving as one of the Indian leaders of Patra in coordination with global functional peers located throughout the world. The GM will lead a team of 3000 operations leaders and team members across four sites: Visakhapatnam, Raipur, Coimbatore and Warangal. The operations team plays a key role in Patras service delivery by supporting our North America-based customers. The GM will be responsible for managing the day-to-day business, driving strategy, working across functional teams, and ensuring Patras culture stands out across locations.Manage Day-To-Day Business Unit

• Use metrics to evaluate the performance of the business unit on a daily/weekly/monthly/quarterly basis
• Develop and maintain KPIs to evaluate the performance of the business unit in a more sophisticated manner
• Ensure achievement of quality and turnaround service levels across the business unit in an operationally efficient manner
• Use data and technology to improve team member utilization
• Collaborate with leaders/peers across Sales & Marketing, Implementations, and Client Relations to ensure optimal staffing for projected customer servicing needs
• Ensure customer escalations are handled urgently and thoughtfully

Drive Strategy

• Develop strategies and drive initiatives that improve efficiency, increase customer satisfaction, and reduce operating expenses
• Active team member/thought leader in the process of product/systems innovations to enhance our service delivery infrastructure especially using automation tools such as UiPath, Automation Anywhere, Blue Prism, or WorkFusion, and machine learning/AI-based solutions
• Active team member in potential expansion of Patra regional Service delivery footprint i.e. site location strategy, language mix, etc., especially in India and the Philippines
• Facilitate initiatives that promote greater business continuity and risk management

Work Across Teams

• Build and maintain successful collaborative partnerships with leaders across the enterprise to achieve business objectives, especially with client-facing teams, and members of the Quality & Training, Innovation, Technology & RPA, Security, Human Resources, Legal, Finance, and Facilities & Services teams
• Coordinate with client-facing teams to develop and maintain a medium-term operations plan
• Coordinate with client-facing team to improve communication and remove bottlenecks from existing processes
• Work with the internal consulting team to drive process re-engineering efforts that enable tangible benefits for the client and stakeholders globally
• Partner with Human Resources team to refine performance management and rewards programs to promote organizational operational excellence
• Regularly interact with North American-based Executive leadership team to ensure that operational priorities are aligned with the total company mission, vision, and values

Be a Transformative Leader That Defines Culture

• Provide leadership, guidance, and development for current senior operational leaders
• Build, develop, and manage the operations team to ensure the firm can continue to scale with success
• Advocate on behalf of team members for initiatives that improve the employee experience generally
• Implement business practices that improve workforce diversity
• Promote a culture that emphasizes equity, ethics, and inclusiveness

Qualifications & Technical Skills

• Graduate, Post Graduate (MBA preferred)
• 7 years of experience in BPO insurance industry
• Overall 10+ years in BPO Operational Delivery
• Management experience in a BPO or production operations environment
• Experience in leading/motivating a large, diverse workforce; must be able to build camaraderie/trust within and across organizations
• Highly effective leader with the ability to oversee a diverse array of activities and competing priorities
• Demonstrated capability providing strategic and tactical direction to a variety of operational support units
• Strong organizational skills with proven ability to effectively plan and execute projects to achieve business objectives
• Strong project management skills; must be able to manage multiple projects at one time
• Advanced ability to process large amounts of information and make decisions in a high-growth environment where uncertainty exists
• Advanced communication skills (written and verbal), presentation skills, and interpersonal and relationship skills
• Tell stories succinctly with data: Prepare and present complex presentations to Executive level audiences

Equal Employment Opportunity:Patra Corporation is an equal opportunity employer committed to celebrating diversity and creating a safe and inclusive environment for all employees.

Patra Corporation