Operations BPO Manager

MSIG North America continues to grow! 

Responsible for leading and monitoring the operations of multiple off-shore business process outsourcing (BPO) providers. Ensure the BPO teams are performing well and meeting all of the defined KPI’s.

Essential Functions:

• Lead a team of Process Owners to implement and support the organizational BPO model.
• Create strategic plans on identifying functions and work streams to expand existing BPO framework.
• Research BPO vendors, select vendors and negotiate contracts / pricing.
• Execute the transition of work to BPO providers 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.
• 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.
• Create and implement a vendor management audit program.

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:

• Bachelor’s Degree.
• 10+ years of experience in a P&C insurance company Operations department.
• 8-10 years of Operations Leadership with BPO providers.
• 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.

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.