Process Improvement Analyst – P&C Claims
Berkshire Hathaway GUARD Insurance Companies
Senior Manager, BPO Strategy and Operations
Fiserv
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $82,500 - $132,000 per year
Job Level
Senior
About the role
- Drive the efficiency and effectiveness of our BPO partnerships
- Evaluate BPO performance against metrics like SLAs and CSAT
- Nurture strong partnerships with BPO vendors
- Implement best practices and maintain procedural documentation
- Utilize analytics to inform strategies
Requirements
- 4+ years of experience in Support center management, vendor relations or customer service operations related experience
- High emotional intelligence, able to help others see different perspectives and rally support for change initiatives
- Ability to influence outcomes without direct authority
- Deep expertise in managing and understanding Support center metrics
- Valid and unrestricted U.S. work authorization
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
- Performance bonuses
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
BPO performance evaluationSLA managementCSAT analysisanalytics utilizationprocedural documentation
Soft skills
emotional intelligenceinfluence without authorityperspective-takingsupport for change initiatives
