Sun Life Financial - Assistant Manager - Operations

Designation: Assistant Manager - Operations

Role Description :

- Responsible for the day to day management 15-20 member of the operation.

- Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met.

Education/Experience :

- Minimum - Graduate/Post Graduate

- Minimum 7 years of industry Customer Service experience in Non-Voice Ops (insurance preferred).

- Minimum 1 year as Assistant Manager handling team of 15-20 resources.

- Strong experience in Operation metrics and People Management skills.

Skills/Knowledge/Capabilities :

- Leadership experience

- Customer service focus

- Strong people management and leadership skills

- Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow

- Process improvement experience using a methodology

Responsibilities :

- Lead and inspire multiple teams under severe constraints.

- Manage workflow and resources to consistently meet our service standards even under pressure situations

- Builds a strong relationship with business unit leaders

- Participates on process improvement initiatives for business units

- Provide support on escalated cases and Handles service recovery situations

- Lead small departmental projects or initiatives that support departmental goals

- Manages FTE's levels based on budget requirements & direction provided by Manager

- Provide various timely reporting to Manager, production, overtime, FTE- s, savings etc using MS-Excel

- Create an environment of innovation and creativity that leads to continual process and service improvements

- Help staff assess their career objectives and developmental needs in achieving those objectives

- Develop a team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase team capabilities and production levels.

- Develop contingency strategies and plans for staffing changes

- Production support/Quality Check as and when required.

Shift Timing : 5:30 PM - 2:00 AM