Purpose:
This position is primarily responsible to driving all aspects of pan India operations for the Connected Living business with a focus on claim adjudication, service network management, fraud mitigation, call center, training and quality. The role also requires ownership for continually defining and delivering ongoing capability enhancements with a focus on AI and Automation as key enablers.
Responsibilities:
· Drive day-to-day operational functions to ensure performance is achieved against client SLAs and desired levels of customer experience.
· Deliver a model that oversees the efficient onboarding of new clients & new client programs, including contracting with service providers, capacity/demand planning, systems set up and service model definition.
· Ensure accurate claim adjudication practices are consistently carried out and supported with proper record keeping and documentation.
· Maintain a cost-effective service model and in line with established budget.
· Compliant onboarding and oversight for all outsourced client service relationships and third-party service partners.
· Ensure KPIs, SLAs, CSAT and other contractual client requirements are met.
· Drive the identification and execution of operational enhancements that bring efficiencies with a focus on AI and automation.
· Align with business deliverables and expectations for new and existing clients, ensuring we meet our client obligations.
· Continual expansion and refinement of a Pan India service network with a focus on ensuring third party service partners are aligned with desired KPIs.
· Drive a culture of collaboration and accountability through effective people leadership, including coaching, developing and addressing performance gaps.
· Leverage data analytics and insights to drive optimization in service results and claim settlement outcomes.
· Foster a culture of continuous process improvement and routinely execute audits for adherence to processes and procedures.
· Serve as key operational subject matter expert with clients and prospects.
· Keep abreast of industry standards and trends, as well as new & disruptive technologies, to align with leadership on the implementation of best practices and market leading solutions.
· Drive adherence to a framework of quality objectives across all operational teams.
· Continually refine fraud detection and prevention measures to ensure the best possible commercial outcomes.
Work closely with the Business Development/Account team to create marking leading proposals, support opportunities through the sales lifecycle and participate in implementation and demand planning for operational readiness.
Helping People Thrive in a Connected World
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What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 14 countries and awarded the Fortune America’s Most Innovative Companies recognition, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.
Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.
AI and Biometric Usage
Assurant supports the responsible use of Artificial Intelligence (AI), but we want to know the real you. Visit our AI Usage Guidelines page to understand what we expect from applicants regarding their use of AI during the application process.
Employment is contingent upon completion of a required identity verification process, which may include biometric technology, where permitted by applicable law and subject to applicable notice and consent requirements. See our Privacy Notice to learn about Assurant’s privacy practices, including our use of AI-enabled technology, automated decision making, and biometric information.
Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.
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