Process Lead, Service Delivery

I. Job Summary

• Processes complex tasks, implements new tasks and/or manages existing tasks without supervision. Provides guidance, instruction
• and direction to the team of associates and analysts. Ensures to maintain and meet the quality and quantity standards, with
• timelines. Responsible for meeting quality, quantity, and timeliness requirements.

II. Principal Responsibilities

1.Task Processing and Operations

Operates a variety of client systems and performs complex tasks and activities without supervision

following information security policies, procedures and guidelines. Meets and exceeds client performance standards. (50%)

2. Operation Optimization

Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely

manner. Takes initiative to find solutions and works effectively as a member of the team. (15%)

3. SOP Management

Develops and implements procedures to meet quality, quantity, and timeliness standards. (10%)

4. Client Communication

Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative. (10%)

5. Training

Coaches less-experienced staff in learning procedures and insurance knowledge. (10%)

6. Troubleshooting

Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions. (5%)

III. Minimum Qualifications

1. Education Background: Major N/A - Degree Bachelor

2. Licenses/Certificates: N/A

3. Working Experience required and preferred

• 5-8 years of work experience in Service Delivery or Operations
• 1.5 2 years of experience in Mentoring or Informal Leadership roles preferred

Travel(% of travel time; domestic or international)- N/A

Behavioral/technical skills;

Competencies

(3 Required + 3 Preferred)

• Advanced task processing expertise
• Task planning and coordination
• Effective coaching and feedback
• Problem-solving and root cause analysis
• Customer centric
• Time and workflow management