Team Leader

Voya India; Bengaluru; Hybrid; INR 450,000 - 650,000; Full time

Job summary

Voya India is seeking an experienced operations leader to head an operations team and coordinate with internal and US teams to ensure a reliable and scalable workflow. You will address day-to-day service issues and support client management with designated activities, driving efficiency and quality.

This role involves planning, directing work, ensuring compliance, managing SLAs, and mentoring the team to meet daily targets.

Qualifications

• 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

Responsibilities

• 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 SOPs/documents with client SMEs as required

Skills

Leadership

Team management

Client handling

Communication skills

Analytical skills

Night shift

Job description

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 SOPs/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