www.hcltech.com HCL Technologies Limited Chennai : Life Insurance BPO Manager

[deepika]

Life Insurance BPO, HCL Chennai : Manager
hcltech.com

Company profile:
HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 4.7 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies ( www.hcltech.com ) and HCL Infosystems (www.hclinfosystems.in)

Designation
Manager / Asst Manager Life Insurance BPO

Job Description
-Extraction of process information and domain requirements for transition -from onsite to offshore
-Manage onsite client interactions and delivery of outsourced operations Contribute to opportunity identification, business development and process & productivity improvements

Skills & Experience:
-Life insurance industry expertise
-Proficiency in English and good communication skills
-Minimum 8+ BPO experience or 10+ years of direct indusry work experience
-Must have held atleast junior level managerial position

Desired Profile
- For Assistant Managers minimum experience of 6yrs is required
- For Manager minimum experience of 9yrs is required.
- Insurance experience is a must
- BPO/ KPO/ ITES experience a must
- Willingness to work in US/ UK shifts

Experience 9 - 12 Years
Location Chennai

Contact
Megalan David
HCL Technologies Limited
Telephone 9941123443
Website www.hcltech.com
Reference / E-mail: megalan.david@hcl.in
Keywords :
life Insurance, Life Insurance, Insurance, BPO, Onsite, Actuary, actuaries, non life, life, Annuity, pension, Premium, life benefit, under writing, underwriting, underwriter, indmnity, actuarial, general insurance, health, property, casualty

[Guest]

RESUME
E Mail : joshua_eellen AT yahoo.co.in

S.ELLEN JOSHUA
OBJECTIVE : -
Aspiring for a career that places me in a challenging position within a fast-paced and learning-oriented environment for developing my technical and inter personal skills.
ACADEMIC DETAILS :
COURSE INSTITUTION EXAMINATION AUTHORITY MONTH & YEAR OF PASSING
% OF MARKS
M.A English Litt DE Madras University Perusing
B.A English Litt Madras Christian Collage Madras University May 2004 52%
H.S.C Sri Natesan Vidhyasala
Matriculation Higher Secondary School, Chennai Board of Higher Secondary examination, Tamil Nadu March 2002 76%

Computer Language
Basics, MS Word, MS Excel, C, C++
WORK EXPERIENCE :
- Working as a Customer Service Officer in CAMS (Mutual Fund and Insurance) from June 2008 till now.
- Worked as Customer relationship officer in HTMT (Hinduja Groups) Customer care of Airtel prepaid from May 2006 -June 2008.
- Worked as purchase co-ordinate in S. M Apparels pvt ltd from May 2004-May 2006
- Worked as a Telecaller as part timer in back office of American Express Bank (Credit Card Division).

[Guest]

Resume
Vishal Chawla
Email Address – vishalandvishal AT gmail.com
Career Objective :
I wish to offer the best professional talent with innovations, contributing to the challenging environment of the organization which provides new ideas and simulates professional growth, encourages continuous learning and personal growth.
Work Experience :
- Designation : - Sr. Technical Team Mentor with vCustomer Services India Pvt. Ltd. (now known as New VC International)
Tenure : - July 2008 – till date
- Designation : - Technical Team Mentor with vCustomer Services India Pvt. Ltd. Tenure: - July 2006 – June 2008
- Designation : - Technical Support Engineer with vCustomer Services India Pvt. Ltd.
Tenure : - Dec 2004 – June 2006
Core Competences –
Operation Management
o Ensure productivity levels are maintained as assigned of all Executives on the parameters of
Quality as well as quantity.
o Understand Service Level Agreements of clients and ensure guidelines are met like ATT, AHT,
Occupancy, Capacity utilization.
o Ensure the reports as specified are generated and shared to improve.
- Client Services
o Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction.
o Accountable for timely internal/external quality calibration
o Owning the knowledge engineering meetings and further accountable for the update dissemination to the entire floor covering 120 heads
o Attending the weekly L1-L2 meeting to cater all the technical updates related to product and technology
- Team/People Management
o Managing a medium to large sized team, subject to business requirements and being responsible for people management activities like developing and coaching team members.
o Responsible for team motivation and enhancing team satisfaction level within the team and on the ops floor.
o Taking Initiatives on the floor for employee engagement like Fun Friday; Reward and Recognition; Team Synergy.
o Managing the attrition on the floor
- Workforce Management (for both the sites Delhi and Manila)
o Forecast analyses for the manpower requirement on weekly basis, based on the past trends
o Preparing the expected preferences report
o Scheduling the agents keeping the above metrics’ in mind (making sure that 24*7 availability is met)
o Responsible for the timely shift rotation for 150 folks
o Responsible for the Leadership roster (making sure that 24*7 availability is met)
- Quality Management
o Gauging the agents performance by monitoring calls
o Conducting one on one feedback sessions
o Driving the Customer Satisfaction% by doing CSAT/DSAT analyses
o Working as a signatory authority for the approvals of RMA
o Attending internal/external quality calibration
o Attending knowledge engineering meetings
- Training management
o Responsible for the recruitment of the agents both ON site and OFF site and evaluate folks as per the requirement of the process and guidelines set by the client.
o Responsible for setting up the KRA’s of the Trainer
o Making sure that the training deliverables are met
o Conducting JAM sessions during training to gauge the performance of both the trainees and the trainer
o Taking Mock calls for every trainee after the training is completed
o Responsible for the yearly appraisals of the Trainer
Technical Competences -
o Worked on wired networking devices (Rouetrs, Hubs, Switches, Bridges and Adapters)
o Worked on wireless networking devices (Wireless Routers, Access points and Adapters)
o Other networking devices (Print Servers, Storage devices, Multimedia devices, and Powerline devices)
o Knowledge of Windows/MAC operating systems
o Fair hands on experience on MS-Office applications
ACHIEVEMENTS :
- Completed In-house Train the Trainer (T3) certification
- Increased Customer Satisfaction of the floor by 2% with identification of focus group and provided feedback
- Increased Quality score by 5% of the floor with identification of focus group and provided feedback & shared legends
- Best Team Leader for exceptional team performance
- Awarded as an the best “Meritorious Mentor” for the Quarter
Education Qualification :
- Did Bachelors in Applied Psychology from Sri Aurobindo College, Delhi University, New Delhi, India [1997].
- Did Diploma in Computers (GNIIT - 3 Years) from NIIT, New Delhi, India [2000].
- Did Masters in Mass Communication and Journalism from Algappa University, Kairakudi, Tamilnadu, India. [2000].