Capgemini is seeking a highly skilled and detail-oriented Operations Execution Analyst to join our team to work for a top 10 US Insurance Carrier.
In this role you'll be part of a team that leads multiple functional areas within a contact center to enable service delivery including telephony, workforce planning, data management, knowledge management and reporting. The team impacts departments by developing highly complex strategies and initiatives to drive business decisions, enhance customer/agent experience, improve profitability & growth and secure technology and tools that optimize contact center operations.
Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.
Responsibilities
Guides the implementation and change management of medium to large-scale strategic and core operational initiatives that enhance our people, processes, tools, and technology.
Leads and assists in executing specific change management tasks, such as conducting impact assessments and evaluating the organization's readiness for change.
Examines existing knowledge management resources for updates and identifies any new resource requirements; collaborates with the business to draft those resources.
Facilitates process mapping to uncover further enhancement opportunities.