Would be responsible to meet client SLA's i.e., Productivity, Quality and TAT
Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them
Documented monthly performance review of Agents and Assistant Managers / Lead Assistant Managers
Executive quarterly and annual appraisals of Agents and Assistant Managers / Lead Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics-based parameters. Mentor Agents and TL
Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the processes
Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
Act as primary point of contact for client's operations leadership.
Lead governance calls, performance reviews, and escalations.
Ensure proactive communication around volumes, exceptions, and systemic issues.
Participate in client audits, due diligence, and process walk-throughs.
Ensure compliance with internal policies and procedures, external regulations and information security standards
Drive adherence to standard operating procedures (SOPs) and perform regular quality audits.
Mitigate operational risks through robust process documentation and exception management.
Play a significant role in long-term planning, including an initiative geared toward operational excellence.
Continue to build additional knowledge and understanding of the client's business
Responsible for meeting close task deadlines with high accuracy and minimal rework
Identify and drive process optimization, automation, and cost-efficiency initiatives.
Support transition of new processes and clients including training, SOP creation, and stabilization.
Collaborate with QA, training, and transformation teams for long-term improvements.
Performance Parameters:
Employee Satisfaction, people development and morale
Attrition within target levels
Improvement in quality and productivity
Process performance - as per KPIs over the month
Client Satisfaction
Primary Internal Interactions:
Client and other stake holders
Internal Management Team
Internal Support functions
Education Requirements / Work Experience / Skill Set:
Graduate with 10 +Yrs. Experience, minimum 4-5 years of experience in US Retirement Insurance domain and team management.
Excellent people manager, open to direction with positive collaborative work style & commitment to get the job done
Must be able to effectively communicate with client through conference calls and e-mails
Capability to conduct an appraisal discussion and assess different levels of performance and potential.
Capability to communicate with large teams.
Process Excellence Methodology
Reasonable level of business perspective regarding the internal functioning of BPO/EXL
Good networking capability and Client facing skills
Excellent communication, stakeholder management, and leadership skills.
Experience managing night shift teams and SLA-driven environments.
Interpersonal, Analytical and Logical Reasoning
Six Sigma Green Belt / Lean Process Improvement (preferred)
Value & Behavior:
Customer Service Orientation
Quality Orientation
Attention to detail
Leadership traits and behavior
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