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
