Policy Holder Service Lead

Job Location: Horsham, PA About the position and responsibilities:Job Description:A Team Leader should ensure target defined by clients is effectively met by supervising team efforts. S/he should be able to manage a positive and productive work environment by working with the management team to provide clear communication, fair and timely evaluations of all team members along with client management, people management & delivering the process metrics and deliverables. Should be able to work as a process subject matter expert with critical and in-depth knowledge of banking and financial operations. Key Responsibilities:Productivity Management:• S/he should be able to meet the quality, productivity targets & defined timelines to ensure Service Level• Agreements (SLAs) and ensure there is no penalty due to miss in SLA’s.• Should be able to work with team members to share experience on queries.• S/he should ensure accuracy in the reports submitted and demonstrate a high level of commitment to service quality and teamwork within the unit/department.• Should demonstrate analytical capabilities while performing tasks and adhere to established policies, procedures, and compliance.• Help resolves issues & roadblocks in execution and timely escalation to managers.• Should coordinate between the offsite and onsite team for all process updates and escalations.People Management:• Should be able to develop a strategy for the team members to reach their goal and manage the flow of day-to-day operations and ensure to communicate clear instructions to team members and provide trainings that team members as when needed.• Should be able to facilitate problem solving and collaboration and maintain healthy group dynamics. Ensure tracking & measuring process performance and team performance, reporting effectively.• Should be able to establish and maintain relevant controls and feedback systems to monitor the operation of the team.• Manage attendance, roster management and ensure the SLA targets are met. Act as a Mentor to the team members.Process Management:• Maintain performance and deliver as per the process metrics and should be able to work and deliver under pressure and contribute towards process improvement in the projects.• S/he should attempt in Six Sigma projects either individually or as a part of a team.• Team leaderCustomer Management:• S/he will be the primary point of contact between a business and its customers and should have a customer centric approach.• Should be able to help improve the CSAT rating. Liaison with the client, submitting reports and conducting reviews ensuring maximum customer satisfaction.Job Requirements:• Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.• Should have minimum of 2 years to a maximum of 6 years of experience in the BPO industry.• Exposure to business domain is an added advantage.• Excellent grasping powers able to understand the various processes.• Team player with excellent verbal and written communication skill.• Should have strong Microsoft Office skills (excel in particular).• Ability to work in flexible work schedule, including holidays & weekends.• Should have worked on processing and checking back office transactions.• Should have demonstrated methodology to gauge the knowledge level of associates and conducting regular assessment for them.• Should have worked as a first point of contact for client’s managers and responsible for the day to day operations for their specific processes.• Should have ensured all daily services levels are met and all escalations are addressed timely and effectively.Knowledge, Skills and Abilities:• Should possess skills like People Management, Client Management and Service Management.• S/he actively listens with empathy and responds.• Should be able to handles small and medium size group communications at a peer and even at a senior level clearly and with confidence.• Communicates/ presents facts in an organized, logical, persuasive and positive manner.• Ensures and communicates decisions/proposals clearly, unambiguously and confidently.• S/he is objective: separates the facts/ data from perceptions, suppositions and opinions.• Team leader