Manager - Operations

Manage teams and ensure SLAs are met including demand and capacity management

? Review/generate reports to monitor performance

? Monitor transactions on an ongoing basis and take corrective steps where necessary or make

incremental improvements

? Provide coaching and feedback to team members to enable them to improve their performance

? Assist new hires such that they are productive on the floor in the shortest possible time frame

? Handle customer, employee and internal partner escalations

? Provide inputs on process and system to the team members

? Client Interaction, where required at the level of supervisors including timely response to DCA

(Disability Customer Advocate) inquiries

? Ensure compliance with internal policies and procedures, external regulations and information

security standards

? Firm understanding of the FML policies and procedures and can articulate processes in customer

interactions

? Ensure that all agents in their process know their goals and how they are linked to the

Organization’s quality policy

? Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent

(Identify High potential resources) and manage attrition

? Provide coaching and feedback to team members to enable them to improve their performance to

raise individual and organizational capabilities

? Effectively manage research/resolution/follow-ups for closure of open items

? Build relationship with Onshore Management to ensure a “one-team approach”.