Basic Function
- Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
- Providing coaching and feedback to team members to enable them to improve their performance
- Provide inputs on process and system to the teams
Essential Functions
- Meeting the SLA Targets
- Team management and Transaction/Call Monitoring
- Productivity Improvement and Employee engagement
- Client interaction, if required at supervisory level
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Management reporting and oversight
- Driving Quality initiatives in the process to attain measurable positive results
- Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
- Ensuring accuracy of performance reports and compliance to internal control requirements
· Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
· Establish an environment and work style that promotes the concept of teamwork and professional development
· Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
· Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Primary Internal Interactions Below outlines the interactions within the company
- Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation
- Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
- Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
- Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required required for certain CSAs
- Quality Analyst for the purpose of feedback and audit
Primary External Interactions
- Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans
- Escalation teams at the client end for the purpose of seeking clarifications & answering queries
- Take inbound calls to assist LFG clients, if required at times
Organizational Relationships Reports To : Assistant Manager Supervises : n/a
Technical Skills
- High level computer proficiency including:
· Good computer navigation skills and PC skills
· Strong Excel, with knowledge of other Microsoft Office Suite
- Email writing skills
- Preferably good typing speed and accurate system updating
- Phone call/master handling skills
- Keyboarding skills ( at least 30 wpm)
Process Specific Skills
- Knowledge about US Life Insurance processes
- Flexibility to work in various shifts
- Knowledge about US culture
- Knowledge on quality procedures
Soft skills (Desired)
- Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
- Attention to details
- Adaptable and flexible
- Active listening skills
- Self-discipline
- Learning and decision making
- Listening, patience and action oriented
Soft Skills (Minimum)
- Team mentoring, engagement and coaching skills
- Clear writing and verbal communication
- Demonstrated problem solving skills and the ability to do multi-tasking
- Excellent Communication Skills
- Strong customer service focus
- Ability to empathize with the customer
- Prioritizing customer needs
- Good problem solving , reasoning and analytical skills
- Negotiation and influencing skills
- Ability to deliver messages/responses in a clear and concise manner
Education Requirements
Undergraduate - With minimum of 2 years of College Education or equivalent work experience
Work Experience Requirements Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account
