Team Lead - Operations - Claim Examiner

Work Location: Horsham Township, PA

Desired skills and responsibilities:

POSITION
SUMMARY

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 LevelAgreements
(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 servicequality
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 dayto-day
operations and ensure to communicate clear instructions to team members and
provide trainings thatteam
members as when needed.Should
be able to facilitate problem solving and collaboration and maintain healthy
group dynamics. Ensuretracking
& measuring process performance and team performance, reporting
effectively.Should
be able to establish and maintain relevant controls and feedback systems to
monitor the operation ofthe
team.Manage
attendance, roster management and ensure the SLA targets are met. Act as a
Mentor to the teammembers.

Process Management:

Maintain
performance and deliver as per the process metrics and should be able to work
and deliver underpressure
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
leader

IGATE Internal

Should
attempt small steps that will lead to improvements in any other performance
measures such asvolume
or transactions, reduction in rejection rates, reduction in audit observations.Organizational
Excellence:Identify
best practices in the project to improve process and quality and ensure no
audit report observationsthat
are attributable to individual's tasks.Should
take initiatives to enhance the quality score of the team?Should
take steps towards cost saving.

Customer Management:

S/he
will be the primary point of contact between a business and its customers and
should have a customercentric
approach.Should
be able to help improve the CSAT rating. Liaison with the client, submitting
reports and conductingreviews
ensuring maximum customer satisfaction.

JOB REQUIREMENTS

Should
have knowledge on ITES/BPO/KPO/Customer Service /Operations.Full
time Bachelor’s degree from an accredited institute (Any Graduate (Non
–Technical/Technical) withminimum
50% mark in Graduation, 12th and 10th Standard).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.Should
have typing speed of up to 25-40 WPM without errors.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).Willing
to work in 24/7 environment and sign a service agreement as per company norms.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 regularassessment
for them.Should
have worked as a first point of contact for client’s managers and responsible
for the day to dayoperations
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 levelclearly
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

IGATE Internal

Should
be able to define the problems clearly and comes up with a variety of
approaches to problem solving.Should
stay updated with the changes in technology / subject matter.Should
take initiatives to lead, coach, counsel team members.Pursues
high standards and goals by using a systematic approach. Sets goals in advance,
is confident of his/her
capability of achieving the same, and works towards the goals thus set.Approaches
tasks with a “Can Do” attitude and adapts to dynamic situations without getting
stressed.S/he
has affective commitment toward the organization and puts momentary needs on
hold to pursue larger,more
important goals.ADDITIONAL
INFORMATIONOpen
for working in high pressure environment.All
prospective employees must pass a thorough background check prior to joining
and reference checksprior
to offer.

KEY WORDS

Team
leaderSubject
Matter Expert in BPO domainCustomer
service and Client interaction