Operations BPO Manager

About the position

The position is responsible for leading and monitoring the operations of multiple off-shore business process outsourcing (BPO) providers at MSIG North America. The role focuses on ensuring that BPO teams meet defined KPIs and involves strategic planning, vendor management, and performance oversight to enhance operational efficiency and service quality.

Responsibilities

• Lead a team of Process Owners to implement and support the organizational BPO model.
• Create strategic plans to identify functions and work streams for expanding the 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 established goals are met or exceeded.
• Conduct performance reviews to ensure employees meet company standards.
• Coordinate, develop, and implement training programs for new hires and BPO providers.
• Develop and implement new processes or procedures to improve efficiency or quality of service.
• Establish high standards and monitor KPI results, identifying root causes for backlog, quality, SLAs, productivity, etc.
• Create and implement a vendor management audit program.

Requirements

• 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.

Benefits

• Equal employment opportunity (EEO) policies.
• Reasonable accommodations for qualified individuals with disabilities.