Teams at Virtual Binz LLP

Manage end-to-end HR operations, including payroll, recruitment, onboarding and offboarding, employee engagement, vendor coordination, HR administration, compliance, performance management, training coordination, and policy implementation. Maintain employee records and HR databases while supporting a positive workplace culture and addressing employee concerns.

Lead US Insurance Back Office operations in a BPO, managing daily workflows, SLA compliance, team performance, and regulatory adherence. Drive process improvements, workforce planning, capacity management, escalations, client collaboration, quality/KPI monitoring, and support transitions and new business implementation to improve efficiency, cost, and customer satisfaction.

Lead and improve quality across BPO operations by developing QA frameworks, monitoring customer interactions, tracking key metrics (CSAT, NPS, FCR, compliance), driving CAPA and continuous improvement (Lean/Six Sigma/COPC), mentoring quality teams, preparing reports, and partnering with operations, training, WFM and clients to meet SLAs and enhance customer experience.