Operations Supervisor

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.