Drive overall performance and manage back office work for a US Insurance Company (Retirement Plans). Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition Quality, Turn around time and prodctivity will be key metrics to be focused on. Attrition management will be a prime deliverable. Manage client interactions
Role/Responsibility- Upskill and manage performance at an hourly/daily/weekly/monthly level
- Manage teams and ensure turn around time, quality and productivity targets are met
- Motivate team members and control attrition
- Complaint and escalation management
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Client Interaction, where required – Daily/Weekly/Monthly
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits
Effectively manage queue and balancing of work loads
Competencies & Skills
- Knowledge of the function, process and systems
- Coaching and Feedback ability
- Clear written and verbal communication
- Effective operations management
Values & Behavior
- Determined, resilient, perseverant and persistent
- Customer Service Orientation.
- Quality Orientation.
- Empathy for effective on the job coaching and feedback.