Team Leader

About Voya:

Voya India (earlier VFISLK) started out as a joint venture between U.S. financial services company Voya Financial and SLK, a software services company and is head quartered at Bangalore. As of Aug 2023, we are a wholly owned subsidiary of Voya Financial. We are a dynamic technology & business process transformation company that provides world-class technology & business process management services, with an emphasis on quality, speed & optimization driven through automation. We support and deliver innovative solutions to Voya’s Retirement, Employee Benefits, and Investment Management businesses.
More information about us is available at: https://www.voyaindia.com

Job Description:

Responsible for leading an operations team
Works with internal and US teams closely to ensure a reliable and operationally effective flow of process
Address day-to-day service issues as determined on a group-by-group basis, as well as those delegated by Client Manager/Reps.
Support Client Management with designated skills matrix activities/work items, delegated by Client Manager/broker/TPA/GA/Customer
Interact directly with the US partners to deliver business requirements
Duties may include taking part in planning, organizing and directing the work of teams
Outline procedures and instructions on work received
Partner with India and US teams to ensure compliance and scalable communication processes
Make estimations on new jobs received, check accuracy/quality of content creation/population done by others
Ensuring records are maintained accurately
Motivates and guides the team to achieve daily targets in a timely manner
Identify and fix gaps in the process between India and US teams
Actively work with various internal teams to drive tools and process improvements
Adhered to Compliance and Audit
Effectively manage SLA, process flows and any escalations
People management (Leadership role, team management, floor control and retention), Performance Management and Rewards & Recognition
Identify and drive process improvement initiatives, Automation opportunities & Productivity enhancements
Formulate, implement, track career path and individual development plans of team members
Mentor and guide quality lead/process expert to manage quality, improve process efficiency and minimize variation
Conceptualize, design and deliver training to the team
Manage the team and ensure high service delivery and execution
Updating process SOP’s/documents with client SMEs as required

              Roles And Responsibilities:

In-depth knowledge of Employee Benefits processes, hands-on experience needed in Client handling
Currently leading a team
Excellent communications and analytical skills
Should be self-starter, self-motivator, proactive & target oriented
Should possess strong networking skills.
Make decisions within guidelines, balancing risk and service needs, seeking assistance from manager as necessary.
Should be flexible to work in night shifts and must extend when business is required.
Knowledge of SLA metrics and Quality assurance
Strong organizational and problem-solving skills

             Primary Skill:

             Team Management skills

             Secondary Skill: 

              Employee Benefits

Qualifications:

              Graduate

 Location:

             Bangalore/Pune/Noida/Hyderabad

 Mode of Work:

              Hybrid