Syed Nizam

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Detailed Process Manager with over 13 years of experience in Insurance Industry, process improvement and efficiency within Customer Care. Innovated new processes and positive impacted profit margins, efficiency and quality. Outgoing personality proven to win over stakeholders and successfully promote new methodologies.

Team Management

• Support 15 direct reportees and mentor SME in daily production dealing with customer queries in UK Motor, Van and Household Insurance.
• Dealt with escalations to provide fair resolution

Shrinkage Management

• Ensuring overall team shrinkage is maintained under 12% MTD(Planned and unplanned).
• Collaborate with the WFM team to avoid impacting production due to realtime shrinkage.

Performance Management

• Conduct weekly coaching and feedback from self-audits and external audits to ensure we meet 95% in customer outcomes. 92% on customer satisfaction and 87% on first chat resolution.
• Daily huddle to discuss the previous day's performance and keep reportees informed on process and org updates.
• Set up action plans (Preventive and Corrective), providing additional support if placed on PIP to improve individual and team performance.
• Conduct refreshers and new SOP training.
• Conduct Score card discussion and discuss achievements, areas of improvement and the way forward.

Client Management

• Daily and weekly catchups with client to review performance, real time audits, review SOPs and request changes.
• Keeping stakeholders informed on risk events impacting end customers and the business

Payroll Management

• Ensuring attendance is correct and up to date for all direct reportees.
• Ensuring the payouts are done as per the incentive plan and if any other payouts are due.