General Manager - Transactional Quality

Job DescriptionThe Individual is responsible to drive high levels of Customer & Applicant satisfaction by monitoring transactions across our service lines and gathering and analyzing the Voice of Customer in order to drive improvementsManage and lead a team of Transactional Quality resources and Managers, and drive accuracy and SLA compliance for INS processesPlan, direct or coordinate quality assurance program across all sitesDevelop, Implement and review statistical analysis that identifies defects, exceptions to quality processes, test methods, service and trendsEnsure compliance of all quality control documentation, document change activities and record retention requirementsWork as a point of contact to drive conversations with Stakeholders and Account leaders, to ensure appropriate staffing, training, utilization and effectiveness of TQ function for aligned accountsLead client conversations on accuracy and SLA compliance, ensure effective coaching and feedback, audit sampling, and other TQ methodologies are adequately designed and implementedMentor the team in remediation of high impact errors, root cause analysis.Work closely with Operations, Compliance, Training, Products and Technology teams to prioritize and drive ideas for process improvementsIdentify opportunities to rationalize QA effort, and automation of QA activities.Liaise with Technology, Transitions, Capability and other internal functions to provide end-to-end solutionsTake responsibility for project activities including work estimation, planning, stakeholder management and project qualityDrive inputs from VOC for SLA / Accuracy / Quality ImprovementsContribute and present in client/customer reviews/meetingsCreating various approaches, negotiating and fostering relationships with internal partnersCreate business cases, make recommendations regarding benefits, financials, risks, contractual requirements and the long-term sustainability of initiativesComplex change management through collaborating and influencingQualificationsGraduate, preferred prior experience of Insurance domain and TQ.Additional Information