Job Description

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Essential Functions:

• 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