People Management● Handling 5 Business Units (including both E&S and Commercial Underwriting Support team) consisting of 35 underwriting assistants, 3 SME’s and Quality specialists● Mentoring and coaching resources to perform at their optimum capacity both in terms of process and soft skills● Facilitate One on One meeting on a regular basis● Skill mapping, goal setting and succession plans● Schedule agents and manage Attrition and Shrinkage through effective EWS methods… Show more People Management● Handling 5 Business Units (including both E&S and Commercial Underwriting Support team) consisting of 35 underwriting assistants, 3 SME’s and Quality specialists● Mentoring and coaching resources to perform at their optimum capacity both in terms of process and soft skills● Facilitate One on One meeting on a regular basis● Skill mapping, goal setting and succession plans● Schedule agents and manage Attrition and Shrinkage through effective EWS methods and people connect● Employee Engagement programs to create a prodigious work atmosphere● Facilitate training for new hires to move onto business as usual environment.● Conduct interviews to hire the apt resources.Process/Customer Management● Generating and monitoring management reports, facilitating client meetings and managing performance● Responsible for facilitating, implementing and evaluating productivity & quality improvement initiatives and managing cross training● Preparing Weekly and Monthly Business Review presentation decks for the Process● Timely AHT revision by monitoring Process Time and calculating FTE requirement● Team management dealing with call-ins and ensuring that business maintains continuity at all time● Identifying and facilitating process improvement and automation liaising with RPA team● Maintain Client Relationship by instituting regular Client meeting/calibration calls● Touch base with onshore POC for productivity leakage due to System Downtime/Outage● Monitor analysts under Performance Improvement/Excellence Plans and guide them for improvement. Show less