About PatraPatra is a leading provider of Technology-Enabled Services to the insurance industry.
Patra’s team of global experts allow brokers, MGAs, wholesalers and carriers to capture the Patra Advantage profitable growth and organizational value.
Patra powers insurance processes by optimizing the application of people and technology; supporting insurance organizations as they sell, deliver and manage policies for their customers.
About this job We are looking for a results-driven, high performing operations leader to join our Offshore Service Delivery team.
You will be accountable for ensuring our offshore teams deliver high quality, efficient, and timely service to our customers through the day-to-day oversight of our offshore leadership team.
This role directly contributes to key business outcomes such as client retention, client satisfaction, and quality while fostering a culture of performance and continuous improvement.
You are a leader with exceptional communication skills who willingly collaborates across business functions in a high-growth environment.Core Duties Ensures offshore teams are meeting or exceeding key performance measurements such as customer satisfaction, quality, and productivityLeads offshore teams in a high-growth, customer-oriented organization through periods of transitionProvides guidance, feedback, and leadership to drive all operational, quality, and satisfaction metrics.Collaborates with many stakeholders, both internal and external, to ensure operational initiatives are being implemented and operational issues are being resolved with urgency and careCommunicates eagerly and thoughtfully to those stakeholdersManages the day-to-day relationship between client-facing onshore teams and service-delivering offshore teams, including attending client meetings when appropriate.Participates in cross-functional teams to implement best practices and process improvement projects developed by our Quality& Training and Innovationteams.Manages headcount and diversification in delivery location.Minimum Requirements Education & ExperienceAcademics: Undergraduate degree preferredWork experience: 5+ years of operations experienceLeadership experience: 5+ years experience managing a minimum of 20+ direct or indirect employees with a proven track record of success and achieving results.BPO management experience: 5+ years experience with service supportOffshore team experience: Experience with teams across multiple geographical regions especially teams in India and the PhilippinesStrong relationship building and collaboration skills.Highly skilled in coaching, developing, and motivating employees towards achieving and exceeding organizational goals and objectives.Knowledge, Skills, AbilitiesAble to work across cultures effectively, valuing diversity.Detail-oriented.
You produce high-quality work.Technical aptitude planning and completing tasks correctly and on time.Superior organizational and time management skillsAdvanced Microsoft Excel and PowerPoint skillsSense of urgency, initiative, responsiveness, and attention to detailMaintain the highest level of confidentiality.Proficient in using technology as a tool to maximize productivity/quality.Ability to stay abreast of general industry knowledge and trends.High energy.
You bring passion and enthusiasm to your work and are highly productive in a fast-paced environment with little oversight on a day-to-day basis.Clarity providing.
You identify the 80/20 opportunities and avoid analysis overload.Diverse in your perspective.
Your unique, non-traditional perspective enhances our team’s problem-solving abilities.Capable of driving success in any condition.
You act like an owner and are independently capable of seeking information in an unstructured environment, solving conceptual problems, corralling resources, and delivering results in challenging situations.A concise and effective communicator.
You can distill complex analysis and concepts into concise takeaways and communicate effectively across all levels and functions.Analytical.
You are adept at decomposing and solving real-world business problems.A relationship-builder.
Able to build trust quickly with internal stakeholders and customers with a high degree of empathy and a team-first collaborative attitude.Ideally, you have commercial insight experience in the insurance industry or a related market and deep familiarity with the enterprise route to market and product set.Certifications and LicensesLean Six Sigma Green Belt Certified or equivalent experience.Working Conditions Work from home with up to 25% travel throughout the United States, India, and the PhilippinesMinimum internet speed of 6 mbps download and 3 mbps upload; No SatelliteCompensation Competitive Salary / Benefits / PTO Physical Requirements* Constantly perform desk-based computer tasks Frequent sitting Occasionally stand/walk, writing by hand, use of telephone, lift/carry/push/pull objects that weigh 11-20 pounds Sort/file paperwork, rarely twist/bend/stoop/squat * Consistent with its obligations under the law, the Patra Corp will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Work Standards Interpersonal Skills: Demonstrates the ability to work well with Patra colleagues and clients and with external organizations Promotes Culture of Respect & Safety: Demonstrates commitment to personal responsibility and value for safety and respect; communicates concerns; uses and promotes safe respectful behaviors based on training and lessons learned Subject to and expected to comply with all applicable Patra Corp policies and procedures