Sunlife - Senior Manager - Operations - (Female candidates only) About SunLife : Sun Life Financial roots in Canada go back nearly 150 years when we began selling life insurance to Canadian families in 1871. With innovative technology, a strong distribution network and long-standing relationships with some of the country's largest employers, we are today providing financial security to millions of Canadians. The financial success and stability here at home continues to fuel our expansion in other parts of the world. Role Responsible for the day-to-day management of teams and multiple shifts for operations. Key to this role is delivering the needs of the Business partners by ensuring operations are met. Minimum Qualification - Bachelor's degree/PG or equivalent combination of education and experience - Minimum 12 years of industry Customer Service experience in Non Voice Ops (insurance preferred). - Minimum 1 year as Sr. Manager handling teams. Skills/Capabilities :&nbsp; - Leadership experience, ability to work in an environment of multiple priorities and conflicting deadlines - 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 - Ability to build strong relationships with others across business and technical communities. - Process improvement experience using an methodology - Accomplishments in process optimization, operations management, and client servicing &amp; team management with key focus on cost control, revenue maximization, and strategic planning &amp; change management - Proven skills in managing teams to work in sync with the corporate set parameters &amp; motivating them for achieving business and individual goals. - An effective communicator with excellent relationship building &amp; interpersonal skills. Strong analytical, problem solving &amp; organizational abilities. Possess a flexible &amp; detail oriented attitude - Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring nos Responsibilities :&nbsp; - SLA &amp; KRA Performance Management -Manage workflow and resources to consistently meet our service standards even under pressure situations -Provide support on escalated cases and Handles service recovery situations -Participates on process improvement initiatives for business units -Lead small departmental projects or initiatives that support departmental goals -Help staff assess their career objectives and developmental needs in achieving those objectives - Develop contingency strategies and plans for staffing changes - Identify causes for non-achievement of SLAs, develop solutions and execute the same - Employee engagement plans for improved Retention - Establishing Governance Model - Manages FTEs, SME, TL and AM levels based on budget requirements &amp; direction provided by Leadership team - Create an environment of innovation and creativity that leads to continual process and service improvements - Develop team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels. - Commercial - Publish weekly revenue flash highlighting Rev loss if any &amp; Action Plan - Controlling budget on Incentive, Transport, Employee Engagement; - Develop models on Incentive structure for R&amp;R. - Basic Understanding of Process P&amp;L - Resource Planning - Lead and inspire multiple teams under severe constraints - Capacity Utilization - trends, attrition, projected ramp-ups, metrics - WFM Management - Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages &amp; tracking AHT) - Client Interface - Builds strong relationship with business unit leaders - Daily touch points with onshore partners on key performance areas - Business Reviews (WBR / MBR) with the onshore on performance - Provide various timely reporting to Business Heads on production, overtime, FTE- s, savings etc Work Location : Gurgaon Shift timings: 1:30 PM - 10:00 PM For more details on SunLife Financial, kindly visit below links Visit : www.sunlife.com/asiaservicecentre OR Visit : www.facebook.com/SLFIndia

Gurgaon/Gurugram

Sunlife - Senior Manager - Operations - Customer Service  

Sunlife - Senior Manager - Operations - Customer Service   ,Job Description for Sunlife - Senior Manager - Operations - Customer Service   in Sunlife.com in  Gurgaon/Gurugram for (12-17) years of experience. Apply Now!

Job Description for Sunlife - Senior Manager - Operations - Customer Service   in Sunlife.com in  Gurgaon/Gurugram for (12-17) years of experience. Apply Now!