Claims Operations Manager

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Company Description

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Job Description

Basic Purpose and Function

• To proactively manage operational service delivery across all operational areas of the site to agreed contractual service levels.
• To ensure all staff within their control are trained and competent, operating to agreed standards and cost control in line with budgeted key performance indicators.
• To challenge current work procedures and recommend process improvements or system developments.
• Document systems of work which incorporate the business area under their control which details staff competencies, agreed operational standards and key performance indicators.
• To act as a primary point of contact for a range of clients and proactively communicate service performance levels to agreed standards and schedules.
• To monitor client revenue performance against budget and identify potential opportunities for growth.

Key Tasks

Team Working

• Ensure that all interdepartmental process handoffs are documented and managed with both upstream and downstream issues being addressed to the benefit of the company and its clients
• Ensure that staff under their control work as a team and not in isolation to the general detriment of the clients or company

Cost Control

• To ensure that operational performance is achieved in line with budgeted key performance indicators to make sure that the budgeted cost per process is achieved
• To monitor client actual versus budget revenue performance and highlight internally, and externally where appropriate, both under and over performance

Operational Performance

• Implement a documented system of work that provides direction to staff and provides a framework in which performance and compliance with service levels can be monitored
• Manage work states to ensure that work is completed to agreed standards in line with key performance indicators
• Ensure that key performance indicators are monitored and regularly defined within systems of work and poor performance is addressed
• Ensure that productivity targets are met for each process and that each member of staff under their control performs to agreed minimum levels as defined within systems of work
• Demonstrate continual improvement in terms of productivity and/or service delivery

Resource Planning

• Project expected volumes per process based on experience including past volumes, new business, seasonal variations and likely variations due to external events
• On a weekly basis using current performance levels for each process team, expected levels of absence and committed training hours produce a plan that maintains the work state in line with agreed standards
• Measure performance against weekly resource plans to enable enhancements to the resource planning model and methodology

Management Information

• Provide management information to clients, as required by agreed schedules, to demonstrate performance against agreed contracted service levels
• Provide management information including system information, audit results and internal appraisals to allow the assessment of staff under their control
• Ensure all source information relating to staff deployment is maintained up to date with any changes being communicated in good time to allow the continuing production of accurate management information

Client Relationships

• Establish and maintain a communication framework and ensure it is used effectively
• Manage upwards to ensure that senior management are informed about issues before they escalate and can intervene as appropriate
• Establish regular reporting procedures, both formal and informal, and ensure they are used at all times
• Promote understanding of each others business practices and ensure this remains current

Human Resources

• Ensure all staff under their control are adequately trained and tested to confirm their suitability for the role that they perform efficient operation to agreed standards
• Ensure staff are employed using the agreed procedures for recruitment and that acceptance into continuing after probationary minimises the risk of removal for poor performance after this stage
• Establish regular reporting procedures, both formal and informal, and ensure they are used at all times
• Promote understanding of each others business practices and ensure this remains current

• Ensure that all staff under their control are regularly appraised in accordance with the agreed procedure
• Ensure that staff turnover is managed to levels that support and ensure operation to agreed standards and cost control in line with budgeted key performance indicators

• Undertake with the WNS management team half yearly assessment of competencies with annual rewards and increases in accordance with overall WNSA policy linked to exceeding the expected performance level

Qualifications

Essential

• Proven experience of leading, motivating and developing a site of 50+ staff
• Experience of resolving complex customer problems / issues / complaints
• Proven understanding of customer service processes and systems
• Ability to prioritise and plan resources in response to customer / business drivers
• Ability to prioritise own and team work load to meet service level agreements / targets

Desirable

• Experience in running an outsourcing operation
• Supervisory / team leading experience in a call centre / claims operation
• Motor / Property claims background

Functional/ Technical Skills

• Microsoft Office (Word/Excel/PowerPoint/Visio)
• Legislation / Regulation
• Business Operations

Generic Competencies

• Communication
• Results Focus
• Client Focus
• Developing Self and Others
• Problem Solving
• Quality Focus
• Commercial Awareness
• Systems of Work
• Handling Systems

Specific Competencies

• Planning and Organising
• Leadership

Additional Information

Board Reportable Service Levels

• Delivery of internal and external SLAs
• Resource management within target transactional costs

Process/Department Service Levels

• Delivery of quality and leakage audit results within performance levels
• Delivery of SLA and resource within target transactional costs
• Optimal customer satisfaction results
• Service delivery in accordance with individual client contractual requirements
• Performance and behaviours are managed in accordance with recommended HR guidelines and staff handbook

The position will be reporting directly to the General Manager and will be responsible for all teams performance at the site as well as Line Management responsibilities for Assistant and Deputy Managers.

The successful applicant would be required to work from our Glasgow based office, hybrid working would be considered once intergrated into the role.