Assistant Manager-Back Office-Underwriting Support

• Service Level Agreement
• Quality and productivity Improvement as per agreed Key Performance Indicators
• AHT as per agreed KPIs 
• Process performance 
• Level of subject matter expertise – To be able to support team queries

Any other essential function that may occur from time to time as directed by the Supervisor

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• Upskill and manage team performance at an hourly/daily/weekly/monthly level
• Manage teams and ensure AHT, quality and productivity targets are met
• Motivate team members and control attrition
• Complaint and escalation management
• 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
• Client Interaction, where required – Daily/Weekly/Monthly
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Collect and provide data required for various audits like GI/Internal Audit
• Effectively manage queue and balancing of work loads

Competencies & Skills

• Prior Team lead Experience preferably International Inbound CSRs
• Knowledge of the function, process and systems
• Coaching and Feedback ability
• Clear written and verbal communication
• Effective operations management
• Excellent problem-solving skills

Values & Behavior

• Leadership, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• Empathy for effective on the job coaching and feedback