Customer Service Team Leader

hace 4 días

Heredia, Costa Rica Cognizant A tiempo completo

Team Manager - L&P

Qualification:

Graduate /Post Graduate – preferably MBA graduates-as may be applicable in some Geos

Responsibility:

Business / Customer:

-
  • • Certify controls laid down by the business to ensure successful audit by client and external party.
  • • Interact with customers (internal / external) and keep stakeholders appraised of the process performance.
  • • Create status reports for customers (internal/external).
  • • Interface with management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
  • • Identify & drive opportunities to enhance customer experience.

Project / Process:

:

  • • Support Knowledge transfer at the time of process transition from the business site.
  • • Drive team to achieve process Service Level Agreements / metrics ie productivity and quality targets within the established timelines.
  • • Ensure compliance controls are met.
  • • Ensure documented process guidelines are followed.
  • conduct periodical reviews for process adherence.
  • • Ensure adherence to Quality requirements and procedures.
  • and conduct adhoc Quality checks.
  • • Review process audit findings and take corrective action.
  • • Innovate ideas to error proof the process & reduce manual interventions.
  • • Conduct process training or refresher trainings, if required.
  • • Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.
  • • Drive a culture of continuous improvement within the team.
  • • Provide updates and submit reports related to own area of work.
  • • Ensure optimum resource utilization through cross training initiatives and buffer management.
  • • Interface with other departments for getting required assistance or support for the team.
  • • Engage with other processes to understand and implement best practices.
  • • Manage and resolve escalations and issues raised by customers and process specialists.
  • • Identify & drive opportunities not limited to Cost Optimization and Process Excellence to enhance service delivery.
  • • Provide client/process related MIS reports.

For Data processes:

  • • Allocate work.
  • • Handle queries on the floor.
  • • Ensure the documentation is up to date & periodic refreshers are conducted.
  • • Approve disbursement / transfer / loan requests as per limits assigned.
  • • Ensure adherence to applicable regulations ( particularly SAS 70, Statutory Audit and rule 38a1 of Internal revenue services) of all Life Insurance processes as laid out in process documentation processing involving MoneyIn, Moneyout, Disbursement, Loan, Death Claim, Premium payment, Billing etc.

For Voice Processes:

  • • Handle escalated calls/client escalations.
  • • Act as a queue manager to ensure that the team attends to calls.
  • • Tracking and monitoring the call quality, length of calls, and the response time.
  • • They are also responsible to meeting the CSat scores post surveys at the end of each call.

People / Team:

:

  • • Conduct regular 11s to gauge the pulse of the team members, support development, drive performance and address any issues.
  • • Guide and mentor team members.
  • • Groom self and team to support vertical growth.
  • • Allocate/Manage work and tasks to the team.
  • • Conduct team building activities to enhance motivation.
  • • Facilitate knowledge sharing and capture within and across teams.
  • • Conduct and participate in knowledge transfer sessions for new joiners in the team.
  • • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
  • • Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
  • • Report to the manager on performance, status and any escalations.
  • • Resignations / Absconder communication to Operations Manager.
  • • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
  • • Manage attrition and absenteeism.
  • • Support recruitment efforts for the team.
  • • Completes all mandatory assessment/ certifications as applicable like Antimoney laundering training (AML) and Continuing Education requirements.
  • • Share regular performance feedback with Associates.

Must Have Skills

  • Speaking English
  • Customer Service
  • Life Compliance & Risk
  • Life Agency Management
  • Annuities Agency Management
  • Agency Management
  • Annuities Claim Management
  • Life Claim Management

Good To Have Skills

  • Life Finance and Accounting
  • Life Policy owner service
  • Life New Business

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