Program Specialist, Sr

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The Business Process Outsourcing (BPO) Senior Program Specialist is responsible for overseeing performance of offshore teams, ensuring service level agreements (SLAs) are met, key performance indicators (KPIs) and quality scores are tracked, and proactively providing reporting and updates to onshore business stakeholders.

This Senior Program Specialist is the primary liaison between designated processes and their respective business owners and serves as a subject‑matter expert. The role interacts closely with business teams such as operations, call center, and enrollment. The position also impacts the broader BPO Office by supporting BPO Program Specialists to drive positive results for the department. It requires strong analytical skills, relationship management, communication, solid judgement, and problem resolution to support critical business functions.

• Act as the primary contact with our sales and / or broker and enrollment system partners to support the enrollment system configuration and testing of voluntary benefits.
• Partner with business owners on new process transitions or existing process improvement opportunities, and develop documentation, appropriate sign offs, and broad communication regarding changes.
• Assist BPO Director in identifying workflow trends, gaps, and opportunities to drive process improvements.
• Maintain escalation contacts and oversee priority handling to ensure timely execution.
• Oversee routine reporting on all SLA’s, relevant metrics, KRI’s, etc.
• Provide regular dashboard reporting detailing performance, current statuses, areas of improvements, and project updates and present to business partners.
• Quickly identify any process backlogs and implement solutions to mitigate and resolve.
• Build and maintain strong liaisons and partnerships with internal/external business clients and their teams in pursuit of ongoing BPO success.
• Engage Genpact via coaching and mentoring to maintain culture of continuous improvement for all workflows and processes.
• Collaborate with business owners to address issues with proactive solutions and regular, comprehensive communication to necessary partners.
• Provide input and make decisions on policies, systems, methods, and procedures for the effective management and control of the BPO functions.
• Ensure process maps and documentation are kept up to date and create any needed documentation when gaps are identified, or new processes are implemented through the change management process.
• Collaborate with business partners and Director to drive and secure the Change Management Process.
• Represent BPO needs within Chubb/Combined and vice versa.
• Effectively manage resources and direct workflows to optimize service outcomes to achieve business objectives.
• Ensure all financial and accounting processes have strong oversight and are carried out with appropriate levels of priority, urgency, and accuracy to prevent internal or external delays.
• Conduct any necessary UAT for new processes, systems, or equipment to ensure low impact to team and clients.
• Maintain current working knowledge of client processes needs, products, and insurance industry.
• Ensure all processes are adhered to according to established SLA’s and KRI’s.
• Support teammates as needed and drive results for goals and key performance indicators.
• Assist with the development and maintenance of program specialist onboarding and training.
• Ensure proper maintenance of shared team spaces and visual board, and that all documentation is in a shared location.
• Support BPO Director in creation, maintenance and distribution of key reports and results.
• Perform other duties as assigned.

• Relationship-Builder – Is helpful, respectful, approachable, team and service-oriented, building strong working relationships and a positive work environment; maintains an exceptional client service mindset.
• Problem Solving – Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into…