Job Description
About the position
- Responsibilities
- Good understanding of various retirement plans and regulations affecting them
- Knowledge of middle office and back office processing (retirement account origination, servicing, funds payout, reconciliation of funds, etc.)
- Managing service delivery within the agreed service level across multiple blended processes
- Implement operational governance framework - quality review mechanism, communication strategy
- Participate in daily/weekly catch ups with onshore partners to provide business updates and updates on SLAs
- Design and implement action plans, coaching and mentoring sessions for the team members, talent development sessions, as well as career development sessions
- Perform monthly/quarterly/yearly individual appraisal discussions with the team members
- Monitoring the individual/team performance daily and ensures individual and team objectives are met by complying with the established service levels
- Prepare Weekly/Monthly dashboards for reporting
- Identify and execute improvement opportunities that enhance the efficiency and effectiveness of the assigned process
- Exhibit proactive and leadership skills that are flexible and adaptable to a changing business dynamic
- Exposure to tools and technologies offered to enhance effectiveness of the assigned Process
- Building strategic relationships with onshore partners and with operating leaders to facilitate defined goals and objectives
- Requirements
- Bachelor's degree in related field, or equivalent work experience
- Relevant domain experience as Team Leader in Call Center
- Good Written/Verbal Communication and interpersonal skills
- Nice-to-haves
- Relevant team management experience - over 15 people
- Proven ability to strategize, influence, communicate and execute complex initiatives
- Proven ability to manage large teams and drive engagement initiatives leading to low attrition rates and employee satisfaction
- Proven ability to coach and guide team members to reach their maximum potential, by establishing effective career paths and personal development plans
- Proven ability to drive change and effectively motivate the team to work towards continuous improvement
- Self-motivated, high-energy levels, works well under strict deadlines
- Microsoft Office proficiency
- Benefits
- Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
- Make an impact - Drive change for global enterprises and solve business challenges that matter
- Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best - Join 140,000 bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
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