Deputy Manager Operations
- Salary & Benefits
- CTC negotiable as per industry standards + Annual Company shares of £750 + Dividend on shares + free meals + free books +free cabs between 8 pm to 8 am
- Job Advert Description
Job Description – Deputy Manager Operations
The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. It offers home, van, and travel insurance as well as personal loans and car finance in the UK, and has operations in Spain, Italy, France, US, Mexico, Turkey, Canada and India with over 6.5 million customers worldwide.
At Admiral Solutions (Branch Office of AGp), we truly believe that customers and the front-line staff and staff supporting front-line are at the heart of everything we do. When you join Admiral Solutions, you join ~11000 family members worldwide with one common goal of delivering brilliant Customer Experience each and every day, right from the first call or interaction of the day.
Since 2012, from Gurgaon, Haryana, India, its sole purpose is to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 10 years of experience, from 16 to ~700 employees working with our Services, Loyalty, Quality Assurance and other departments, do provide contact centre support to our endcustomers. We have high standards of engagement culture and people practices, and we have been winning accolades since long, while recent ones being #64 in the Top 100 Companies to Work, Top 75 Companies for Women to Work For and Top 25 Companies in the IT IT-BPM domain in GPTW companies list.
Summary of the role
Deputy Operations Manager responsible for all Admiral Group brand delivery in the New Projects area, in line with budgets through agreed objectives and performance management in the area you oversee. You will work with and being supported by an experienced OP’s Manager to drive the Service culture of Business, Customer and Value. Need to build, lead, support, motivated, results driven team who strive to deliver exceptional and compliant customer service through excellent communication and strong people development. You will be expected to lead and inspire in line with the Service ethos of fair, honest and empowered management.
You will need to help create an environment where people are empowered to take responsibility, always be open and honest with the aim of always striving for continuous improvement. You will also ensure the controls and support mechanisms are in place to enable them to do their roles, continually using the PEOPLE, PROCESS, TECHNOLOGY thought process.
You will have to have a non-negotiable passion for Customers and ensuring the right outcomes for them whilst using good data and to help manage the risks in our business.
Experience – Ideally should have spent a minimum of 12 to 18 months in an International BPO as a Deputy Manager / Operations Manager. Also, having an inbound-full time calling experience with international customers (preferably UK calling experience and in customer service processes).
Minimum Education: Graduate
Shift Timings: UK Shift (last shift as per the roster)
Working Days: 5 days working in the week
Location: Flexibility to work both from home and office basis business requirements (fully vaccinated)
• WFH (Work From Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 50 mbps and uninterrupted power supply.
• WFO (Work From Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.
Free Cab Services (both sides for now, can change to 8.00 PM to 8.00 AM)
Free Meals (while working from office)
Free Medical, Accident and Life Insurance
Annual £750 equivalent Company Shares to every staff member
DOJ : As soon as possible.
Opportunity to earn performance-based monthly variable amounts, as per department guidelines, and more pay-outs from time to time (subject to discretion of the department) Many more of employee-friendly benefits
Role & its Responsibilities
Accountable for multiple work streams within New Projects
Developing a deep understanding of the organisations business and providing leadership that ensures the quality of all deliverables is met
Managing stakeholder relationship – ensuring a value-added experience to all stakeholders by partnering with then and influencing them on business and day to day operational issues and expectations
In-depth understanding of key KPIs, Root cause analysis of process / performance improvements to adhere to quality and compliance guidelines
Set goals and objectives for individuals to achieve. Create, implement and drive KPI expectations across the operation
Appraise individuals performance against objectives and competencies, addressing any performance issues and articulating the consequences of both good and poor performance
Taking ownership of performance management, develop an action plan and drive improvements
Taking ownership of any issues or escalations, ensuring resolutions are achieved in a timely manner
Motivate and inspire direct reports to lead their teams to success, conducting regular coaching and mentoring session to ensure the highest level of performance
Learning ability to get cross-skilled on various insurance products and various channels - email, chat, voice, back-office
Lead and become a cultural advocate for initiatives to increase employee engagement
Create an environment where staff innovation/involvement is encouraged
Work closely with PS on all aspects of people management including absence management and attrition
Carry out performance management and disciplinary meetings where appropriate
Experience of managing a hybrid operations, home and office based
Listen to the ideas of others and share information, learnings and knowledge
Continuously challenge processes and work with the key stake holders to implement new initiatives
Ingredients to Success
Passionate about our Brand and Customer Service
Excellent communication skills – Written & Oral
Accept change and feedback
Excellent organizational and analytical abilities
Critical thinking and Problem-Solving Skills
Ability to remain calm and in control of a situation
Admiral Solutions (EUI Limited), 4th and 5th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India
Please note that the recruitment team is working from home, there will be no walk-in’s
Contact Us- firstname.lastname@example.org OR email@example.com
Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.
To know more about us, feel free to visit the below websites for more information.
• www. admiralgroup.co.uk
• www. www.admiralsolutions.in
- Closing Date