Lead Assistant Manager

Job Description

Role/Responsibility Manage teams and ensure quality and productivity targets are met Motivate team members and control attrition Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame Handle escalations/complaints. Provide inputs on process and system to the team members. Client Interaction, where required at the level of Supervisors Ensure compliance with internal policies and procedures, external regulations, and information security standards. Collect and provide data required for various audits like ISO/SAS etc. Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy Effectively manage queue and balancing of work loads Competencies & Skills Knowledge of the US insurance industry Strong organizational and problem-solving skills Demonstrated ability to provide expertise and provide guidance to team members and business partners Ability to interact with multiple levels of management Excellent written and verbal communication skills Ability to apply knowledge of complex operational best practices and procedures to daily activities Values & Behavior Customer Service Orientation Quality Orientation Empathy for effective on the job coaching and feedback Education Requirements Graduation (in any stream) or diploma with a minimum of 15 years of education. Minimum 3 years of work experience in Business Process Off-shoring. Candidates should have at least one year of supervisory experience, preferably in the US P&C Property Insurance domain.