Job Description

Lead Assistant ManagerEXL/LAM/560105

• Operations ManagementIndia

• 
  
  Required Experience
  3 - 10 Years
  
  Posted On
  13 Sep 2022

Basic Section

Number Of Positions
1
Band
B2
Band Name
Lead Assistant Manager
Cost Code
3099999
Campus/Non Campus
NON CAMPUS
Employment Type
-
Requisition Type
New
Complexity Level
Back Office (Complexity Level 3)
TAT
56
Created By
Munish Kumar Barmy

Organisational

Group
Operations Management
Sub Group
Insurance
Organization
Insurance Life & Annuities
LOB
Back Office
SBU
Operations
Country
India
City
Noida
Center
Noida - Center V

Skills
Skill
OPERATION MANAGEMENT PEOPLE MANAGEMENT CLIENT MANAGEMENT & NEGOTIATION/CLOSURE PROJECT MANAGEMENT
Minimum Qualification
GRADUATE
Certification No data available


Department: Operations Span of Control: 20-30 Persons Reports to: Manager Responsibility Level: Assistant Manager Positions reporting into this role: CCE, Sr. CCEs, IC, SMEs and Process Trainers Primary Role: -

• Should be open for night/rotational shifts

• Ensure all KPI’s are met regularly
• Proactive communication with internal and external stakeholders on day to day issues
• Timely and accurate reporting of internal/external metrics
• Conduct reviews for team members
• Provide coaching and feedback to team members to enable them to improve their performance

Performance Parameters:-

• Process performance – as per agreed KPIs
• Quality and productivity Improvement
• Customer Satisfaction

Roles/Responsibilities:-

• Ability to communicate correctly (grammatically and contextually correct) and clearly. Good business writing skills
• Develop strong relationship with external stakeholders
• Manage staffing to meet shrinkage targets
• Improve attrition and ensure its minimum

• 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.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits.
• Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.

Competency and Skills:- Knowledge of the function, process and systems.

• Ability to use the desktop computer systems
• Coaching and Feedback ability.
• Clear written and verbal communication.

Values and Behavior

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback

Workflow
Workflow Type
L&S-DA-Consulting