The Business Process Outsourcing (BPO) Program Specialist is responsible for overseeing performance of offshore teams, ensuring service level agreements (SLAs) are met, key performance indicators (KPIs) and quality scores are tracked, and proactively providing reporting and updates to onshore business stakeholders.

This Program Specialist is the primary liaison between designated processes and their respective business owners and serving as subject-matter experts. This role will interact closely with business teams such as operations, call center, and enrollment department.

This position requires strong analytical skills, relationship management, communication, solid judgement, and problem resolution to support critical business functions.

 

Responsibilities

Partner with business owners on new process transitions or existing process improvement opportunities, and develop documentation, appropriate sign offs, and broad communication regarding changes are in place before implementation. Maintain escalation contacts and oversee priority handling to ensure timely execution. Oversight and routine reporting on all SLA’s, relevant metrics, KRI’s, etc. Provide regular dashboard reporting that details performance, current statuses, areas of improvements, and project updates to business partners. Quick identification of any process backlogs and implementation of solutions to mitigate and resolve. Build and maintain strong liaisons and partnerships with internal/external business clients and their teams in pursuit of ongoing BPO success. Engage Genpact via coaching and mentoring to maintain culture of continuous improvement for all workflows and processes. Collaborate with business owners to address issues with proactive solutions and regular, comprehensive communication to necessary partners. Provide input and make decisions on policies, systems, methods, and procedures for the effective management and control of the BPO functions. Ensure process maps and documentation are kept up to date. Create any needed documentation when gaps are identified, or new processes are created and approved through a change management process. Represent BPO needs within Chubb/Combined and vice versa.  Effectively manage resources and direct workflows to optimize service outcomes to achieve business objectives. Conduct any necessary UAT for new processes, systems, or equipment to ensure low impact to team and clients. Maintain current working knowledge of client processes needs, products, and insurance industry.

 

Competencies

Relationship-Builder – Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset. Problem Solving – Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems, issues and situations. Continuous Learning – Demonstrates a desire and capacity to expand expertise develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn, acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth.  Initiative – Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.  Adaptability – Ability to re-direct personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course.  Results Orientation – Effectively executes on plans, drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results.  Values Orientation – Upholds and models Chubb values and always does the right thing for the company, colleagues, and customers. Is direct, truthful, and trusted by others. Acts as a team player. Acts ethically and maintains a high level of professional integrity. Fosters high collaboration within own team and across the company; constantly acts and thinks “One Chubb.”  Detail Oriented – Has exceptional attention to detail and focus on accurate and timely delivery. Creativity  – Possess the ability to analyze a situation and develop an alternative method for handling a situation when traditional methods aren’t successful.  Communication  - Excellent interpersonal and communication skills (both verbal and written), confident presence, strong team player, diplomatic and flexible with the ability to listen well, persistent and patient in endeavoring to fully understand customer needs, supporting and encouraging approach.

Education and Experience

4-year college degree or equivalency strongly preferred; equivalent work experience may substitute   2-3 years of experience in offshore processes and workflow management  3 years of group benefits insurance industry experience preferred.  Proficient in MS Office, including Outlook, Word, Excel, & PowerPoint