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Introduction

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows. 

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat. 

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.   

About Business Unit:

Spartan Technology Services and Solutions Private Limited, a subsidiary of IBM, operates globally across 170 countries. It's a crucial part of IBM Business Process Operations, offering end-to-end services for policy renewal and query resolution in the insurance industry, with a strong commitment to data security and quality.

Your role and responsibilities

As a Transactional Quality (TQ) lead, you are responsible for ensuring strong quality Audit methodologies / framework for the processes covered under Accuracy SLAs, deploying the framework and ensuring quality audits are performed as per defined framework, root cause analysis as per audit findings, feedback to associates and process improvements over period of time.

If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. If you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.

What you’ll do:

• Manage end to end Quality for the aligned Life and claims processes, including new and BAU processes.

• Lead a team of Quality Analysts leads across different geographies in US/India/Philippines.

• Ensure the QA team deliverables are executed timely and accurately.

• Devise sampling strategy, Calibration method, Customer complaint / Incident management across all processes and ensure team meets client s expectations.

• Identify and drive continuous improvement projects to improve process business performance.

• Work as change agent and liaise with functional / vertical managers to accept and agree the need for change.

• Involve in defining Accuracy SLA/KPI as per process scope, baseline the targets and finalize with internal and external stakeholders (Ensure metrics reflects true health of process end to end).

• Ensure adherence to defined SLAs, processes are compliant from risk perspective, continuous reduction in errors / customer comebacks, drive QDNA metrics [Brainwaves, Kaizen].

• Design, Develop and Deliver Quality in Life & Annuity Claims, in Insurance business.

• Adhere to signed off Quality Standard Documents, Governance Plans, and other prescribed regulations.

• Drive quality related activities, Calibrations with client’s internal team, FMEA, Risk Compliance practices.

• Facilitate sharing of best practices from within and outside the organization and implement them.

• Driving VOC / CSAT / NPS actionable across the team and maintain/improve the scores.

• Take charge of internal meetings/client meetings/customer reviews/stakeholder meetings.

• Create and manage performance dashboards, which depict business and ops metrics clearly.

• Lead & support Lean Six Sigma DNA in the Organisation following DMAIC, LEAN (VSM), Kaizen Projects within process.

• Provide support & be part of Transformation initiatives across the account & takes part in process improvement activities.

• Participate in client meetings to construct everlasting work relations that shall enhance strong customer satisfaction.

• Identify comprehensive target set of compliance data for users across teams.

• Manage service delivery of Life and annuity claims investigation, processing and payments processes in scope.

• Consolidate data from businesses and testing teams to build monthly reporting package.

• Review reports to identify trends and key risk areas.

• Preparation of presentations and trends identified for reporting to senior management.

• Identifying additional metrics to be included in reporting packages.

• Ensure Service Level Agreements (SLA) are met on Accuracy.

• Maintain sound Internal control environment.

• Lead Special Projects and handle customer expectations.

• Systematically identify, analyse and tackle issues and problems to reach optimal solutions in a timely manner.

• Ensures readiness of Business Continuity plan and lead implementation if necessary.

• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.

• Perform other miscellaneous duties as required by management.

Required technical and professional expertise

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What we’re looking for:

• Possesses at least a Bachelor's/College Degree in any field.

• Minimum 10 - 15 years of professional experience in Insurance industry and 5 years’ experience

• Insurance Industry training / certification would be preferred.

• Proven ability to draw conclusions and recommendations from data trends and comparisons.

• Demonstrated knowledge to work cross functionally, across Insurance, operations and matrixed structure.

• Hands-on experience to support efforts to identify ways to improve revenue and/or minimize costs through sound executions of project management processes.

• By using knowledge of process, dedicatedly identify areas of concern to the Project Management team.

• Ability to perform assigned tasks within defined schedule and in accordance with established procedures and mentorship.

• Ability to work effectively across language, US time zone & cultural barriers with US based customer.

• Experience managing in a multi-client environment.

Preferred technical and professional experience

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Preferred Professional and Technical Expertise:

• Experience having worked with Insurance clients in Life & Annuity Claims or in Insurance.

• Experience in Tractional Quality in a corporate or consultancy set-up.

• Demonstrated interpersonal skills while contributing to team effort by accomplishing related results as needed.

• Green Belt Certified (Mandatory) or Black Belt (Preferred).

• Preferred Certification in Project Management (PMP).

• Ability to take care of highly personal and confidential information.

• Experience in understanding and executing business controls.

• Proven analytical and problem-solving skills.

• Advanced MS Excel and PowerPoint skills.

• Ambitious individual who can work under their own direction towards agreed targets/goals.

• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed.