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Team Leader - US Retirement Service

Team Leader - US Retirement Service

Voya IndiaIndia
11 days ago
Job description

VOYA INDIA Overview

Voya India is a Global Capability Center (GCC) supporting Voya Financial Inc. (NYSE : VOYA), At Voya India, we are a dynamic community continuously working to enhance customer experiences in the financial services industry. We are dedicated to making a difference by creating innovative customer solutions through transforming, digitalizing, automating, and enhancing technology and business processes. More information is available at : - www.voyaindia.com

Roles and Responsibilities :

  • Responsible for leading operations team. Works with internal and onshore teams closely to ensure a reliable and operationally effective flow of process
  • Interact directly with the stake holders to deliver business requirements and overall healthy process behavior
  • Duties may include, taking part in planning, organizing and directing the work of subordinates or others
  • Outline procedures and instructions on work received
  • Make estimations on new jobs received, check accuracy / quality of content creation / population done by others
  • Ensuring records are maintained accurately. Motivates and guide team to achieve daily targets in a timely manner
  • Identify and fix the gaps in the process between offshore and onshore teams
  • Partner with offshore and onshore management to ensure compliance and scalable communication processes
  • Actively work with various internal teams to drive tools and process improvements that effect process flows
  • Adhered to Compliance and Audit
  • Effectively manage SLA, process flows and any escalations
  • People management (Leadership role, team management, floor control and retention), Performance Management and Rewards & Recognition
  • Formulate, implement, track career path and individual development plans of team members
  • Mentor and guide quality lead / process expert to manage quality, improve process efficiency and minimize variation
  • Conceptualize, design and deliver trainings to the team
  • Manage the team and ensure high service delivery and execution

Skills and Required profile :

  • In-depth knowledge of US Retirement 401K business (Money-In / Money-Out)
  • Experience in the handling the team size of 15-20 people
  • Should have minimum 10 years of experience in US Retirement 401K business & 3 Years in People Management Role
  • Excellent communications and analytical skills
  • Self-starter, self-motivator, proactive, target oriented with attention to detail
  • Possess strong networking skills
  • Proficient with Microsoft Office Suite (Word, Excel, SharePoint, etc.)
  • Makes decisions within guidelines, balancing risk and service needs, seeking assistance from manager as necessary
  • Should be flexible to work in night shifts and must extend when business required
  • Knowledge on SLA / Attrition / Quality
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