Operations Team Lead

1 week ago

Bengaluru, Karnataka, India Voya India Full time
Retirement Service - Team LeaderExp : 8+yrsLocation : Bangalore

Roles and Responsibilities➢ Responsible for leading operations team➢ Works with internal and onshore teams closely to ensure a reliable and operationally effective flow of process➢ Interact directly with the stake holders to deliver business requirements and overall healthy process behavior➢ Duties may include, taking part in planning, organizing and directing the work of subordinates or others➢ Outline procedures and instructions on work received➢ Make estimations on new jobs received, check accuracy/quality of content creation/population done by others➢ Ensuring records are maintained accurately➢ Motivates and guide the team to achieve the daily targets in a timely manner➢ Identify and fix the gaps in the process between offshore and onshore teams➢ Partner with offshore and onshore management to ensure compliance and scalable communication processes➢ Actively work with various internal teams to drive tools and process improvements that effect process flows➢ Adhered to Compliance and Audit➢ Effectively manage SLA, process flows and any escalations➢ People management (Leadership role, team management, floor control and retention), Performance Management and Rewards & Recognition➢ Formulate, implement, track career path and individual development plans of team members ➢ Mentor and guide quality lead/process expert to manage quality, improve process efficiency and minimize variation➢ Conceptualize, design and deliver trainings to the team➢ Manage the team and ensure high service delivery and execution Skills and Required profile➢ In-depth knowledge of US Retirement process➢ Experience in the handling the team size of 20-25 people➢ Should have minimum 7 years of experience in US retirement services(Defined Contributions) & 3 Years in People Management Role➢ Excellent communications and analytical skills➢ Should be self-starter, self-motivator, proactive & target oriented ➢ Should possess strong networking skills➢ Should have good knowledge in MS office applications➢ Makes decisions within guidelines, balancing risk and service needs, seeking assistance from manager as necessary➢ Should be flexible to work in night shifts and must extend when business required ➢ Knowledge on SLA/Attrition/Quality

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