Operations - Business Process Owner

MSIG USA Job Opportunity

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world's top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business's unique risks.

Responsible for monitoring the day-to-day operations of offshore business process outsourcing (BPO) provider teams. Ensure the BPO team is performing well and meeting all of the defined KPI's, maintaining appropriate productivity and quality, and training team members.

Essential Functions :

• Manage work performed by BPO provider teams, including productivity and quality, and well as ensuring accurate performance metrics.
• Monitor and manage the daily productivity of our BPO provider teams and conduct regular meetings to ensure our service and delivery standards are met.
• Ensure that appropriate documentation is maintained on processes and procedures to guide our production teams in their daily performance.
• Train BPO provider teams on relevant systems or processes, provide refresher training when needed.
• Identify opportunities to offshore processes or tasks to increase operational efficiency.
• Analyze data to identify trends in or behavior patterns that may require changes to business processes; provide recommendations.
• Develop and implement new processes or procedures to improve efficiency or quality of service.
• Monitor KPI results and identify root causes for backlog, quality, SLA's, productivity, etc.
• Work with leadership and BPO provider leadership to resolve any issues with productivity and / or quality.
• Conduct time studies and FTE analysis to determine staffing needs.
• Answer questions from BPO provider and identify missing information or other items that are preventing work from being completed in a timely manner.

Supervisory Responsibilities :

Education and Experience Required :

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 USA 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 USA will provide reasonable accommodations for qualified individuals with disabilities.