Job Responsibilities:Manages the day-to-day workings of the team. Provides guidance and support to the team members to meet daily as well as monthly targets.The position includes engagement in hiring, training, coaching, and other administrative activities and requires effective interpersonal and oral/written communication skills.Leading and spearheading Life & Annuities Operations for clients.Ensure daily/weekly/monthly SLA targets are met.Proficient in Remote Management of Process, People, and Performance.Manage day-to-day line activities, prioritize, and make risk/impact assessments within existing processes and procedures towards achieving SLAs.Capacity management and resource planning – To ensure that 100% billable staff is always available for production.Establish and cultivate strong business relationships with Partners to collaborate, make decisions, and produce outcomes.Continuous performance improvement through effective Deep Dive Analysis, Root Cause Analysis, and Improvement Action planning.Review and deliver effectively with the support functions and Partners on key messages, business updates, and Team Time agenda items.Use company methodology, team input, and own initiative to ensure attendance and retention targets are achieved.Manage the fair and consistent application of performance management and disciplinary measures as necessary.Work closely with Training, Quality, Risk, Transformation, WFM, HRBPs, facilities, and IT to ensure effective operations.Implement and lead people within the WNS Principles, Code of Conduct, and demonstrate the WNS Values of Client First, Integrity, Respect, Collaboration, Learning, and Excellence.Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback, support learning and development initiatives, and implement rewards/recognition and appraisal.Qualifications: Minimum Academic Qualification (Degree): College Graduate.Minimum Work Experience: At least 5 years with relevant experience as a Manager preferably in US Life & Annuity Insurance.System working knowledge required: Proficient in computer applications.Excellent written and oral communication and comprehension skills.Knowledge of call centre telephony and technology.Knowledge of US Life insurance/annuities.Flexibility with shifts – US shifts.Team management experience in contact center.Excellent leadership and communication skills.
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