Unit Manager - Operations

Role/Responsibility

• 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”.