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Gurgaon

    Manager - Operations - Gurugram, India - Sun Life

    Sun Life
    Sun Life Gurugram, India

    5 days ago

    Default job background
    Temps plein
    Description

    Description

    Responsible for the day-to-day management of multi teams and multiple shifts for operations. Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met.

    Education/Experience

  • Minimum – Graduate
  • Minimum 12 years of industry Customer Service experience in Non-Voice Ops (insurance preferred)
  • Minimum 1 year as Manager handling teams.

    • Skills/Knowledge/Capabilities

  • Leadership experience
  • Customer service focus
  • Ability to work in an environment of multiple priorities and conflicting deadlines
  • Strong people management and leadership skills
  • Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow
  • Ability to build strong relationships with others across business and technical communities.
  • Demonstrate problem solving abilities
  • Excellent communication skills
  • Ability to "think on your feet"
  • Process improvement experience using an methodology

    • Responsibilities

  • Lead and inspire multiple teams under severe constraints.
  • Manage workflow and resources to consistently meet our service standards even under pressure situations.
  • Builds strong relationship with business unit leaders.
  • Participates on process improvement initiatives for business units.
  • Provide support on escalated cases and Handles service recovery situations.
  • Lead small departmental projects or initiatives that support departmental goals.
  • Manages FTE's levels based on budget requirements & direction provided by Sr. Manager
  • Acts as BCP Team Leader
  • Provide various timely reporting to Manager, production, overtime, FTE's, savings etc using MS-Excel
  • Create an environment of innovation and creativity that leads to continual process and service improvements.
  • Help staff assess their career objectives and developmental needs in achieving those objectives.
  • Develop team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase team capabilities and production levels.
  • Develop contingency strategies and plans for staffing changes.
  • Production support/Quality Check as and when required.

    • Behavioral skills

    Mandate Skills

  • Collaborates effectively Drives collaboration among team members in his/ her functionPresenting a supportive, united front when appropriate.
  • Communicates Confidently Communicates crisply and candidlyCommunicates effectively across audiences (reporting managers, peers, business partners)Balances talking and listening to foster candid dialogue
  • Focuses on the Customer Raises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customersHelps employees understand the impact of their work on the customer/ clientOrganizes own work to meet agreed upon deadlinesFocuses on surfacing underlying customer issues / concerns and identifying root causes
  • Takes Accountability Takes steps to understand decision making processes and procedures – uses this understanding in developing work plansEscalating issues or redirecting enquiries in a timely and efficient fashion.Following up with customers when we say we will and delivering on our commitmentsWorks under general supervision on day-to-day matters.
  • Understands our Business Enhances understanding about the business of SLF (e.g. products and services, org structure, key competitors)Understands how his/her role relates to the Business Unit/ Function's objectives

    • Catégorie d'emploi :

    Service clientèle / Opérations

    Fin de l'affichage :

    29/06/2024
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