Operations Team Lead

1 month ago

Bengaluru, India Voya India Full time

Retirement Service - Team Leader

Exp : 8+yrs

Location : 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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