Tas - Complaints Tl, Mumbai, Wtw

Tas - Complaints Tl, Mumbai, Wtw

Details + Details -

  • Job type: Full time
  • Contract type: Permanent
  • Salary type: Monthly
  • Occupation: Tas - complaints tl

Location + Location -

  • Country: India
  • Region: Maharashtra
  • City: Mumbai
  • Address: Mumbai

Description + Description -

Role & Responsibilities: Operations Management/Operational Effectiveness: Lead teams of knowledge intensive colleagues for managing member complaints, quality assurance and trustee discretion / governance & pension solutions.Oversee metrics to meet strategic objectives and monitor and evaluate performance of theteam in line with the Service Level AgreementsMaintain effective governance, control systems and compliance requirements of the company.Continuously review and establish a robust performance measurement structure for quality assuranceDrive initiatives that contribute to long-term operational excellenceManage stakeholder relationships.Lead work transition projects for the BUConduct regular capacity planning & due diligencePeople Management/ Development: Assist with interviewing and selection of team members and serve as a role model and mentor your team and others.Responsible for developing Team Leaders through coaching and team building while serving as an escalation point for the Operations issues and complaints.Work with HR to develop & implement a Talent Management strategy for the BU.Conduct periodic and annual performance reviews for all direct reports Top Competencies Focusing on clients / enhancing member serviceDriving Excellence / Quality assurance / Analytical bent of mindFostering InnovationInfluencing StakeholdersWorking in Teams, Developing TalentAdapting to ChangeQualifications: • Any Graduate / PostgraduateKnowledge/Experience: Experienced leader with proven ability in managing service delivery in complaints and/or quality assurance.Knowledge and experience in Pensions and/or Claims domain.Able to manage diverse processes with multiple stake holders.Proven ability in delivering excellent levels of client service, organizational effectiveness, operations Management & implementing best practices.Preferably experienced in conducting transitions/ knowledge transfer activities.Ability to establish robust performance measurement structure.Highly developed critical thinking and analytical skillsDemonstrated leadership and vision in managing staff groups and major projects or initiatives.Excellent interpersonal skills and a collaborative management style.Eligibility Criteria • Last 2 Performance Rating: Meets Expectations or above• Not on written warning for behaviour or performance within the last 12 monthsExperience • Existing Manager with minimum 12 months of experience in the current role

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