Assistant Manager, US institutional Retirement Contact Centre FLM

About the position Responsibilities • Good understanding of various retirement plans and regulations affecting them • Knowledge of middle office and back office processing (retirement account origination, servicing, funds payout, reconciliation of funds, etc.) • Managing service delivery within the agreed service level across multiple blended processes • Implement operational governance framework - quality review mechanism, communication strategy • Participate in daily/weekly catch ups with onshore partners to provide business updates and updates on SLAs • Design and implement action plans, coaching and mentoring sessions for the team members, talent development sessions, as well as career development sessions • Perform monthly/quarterly/yearly individual appraisal discussions with the team members • Monitoring the individual/team performance daily and ensures individual and team objectives are met by complying with the established service levels • Prepare Weekly/Monthly dashboards for reporting • Identify and execute improvement opportunities that enhance the efficiency and effectiveness of the assigned process • Exhibit proactive and leadership skills that are flexible and adaptable to a changing business dynamic • Exposure to tools and technologies offered to enhance effectiveness of the assigned Process • Building strategic relationships with onshore partners and with operating leaders to facilitate defined goals and objectives Requirements • Bachelor's degree in related field, or equivalent work experience • Relevant domain experience as Team Leader in Call Center • Good Written/Verbal Communication and interpersonal skills Nice-to-haves • Relevant team management experience - over 15 people • Proven ability to strategize, influence, communicate and execute complex initiatives • Proven ability to manage large teams and drive engagement initiatives leading to low attrition rates and employee satisfaction • Proven ability to coach and guide team members to reach their maximum potential, by establishing effective career paths and personal development plans • Proven ability to drive change and effectively motivate the team to work towards continuous improvement • Self-motivated, high-energy levels, works well under strict deadlines • Microsoft Office proficiency Benefits • Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation • Make an impact - Drive change for global enterprises and solve business challenges that matter • Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities • Work with the best - Join 140,000 bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Apply tot his job