Team Leader - US Retirement Service

VOYA INDIA Overview

Voya India is a Global Capability Center (GCC) supporting Voya Financial Inc. (NYSE: VOYA), At Voya India, we are a dynamic community continuously working to enhance customer experiences in the financial services industry. We are dedicated to making a difference by creating innovative customer solutions through transforming, digitalizing, automating, and enhancing technology and business processes.

More information is available at : - www.voyaindia.com

Roles and Responsibilities:

• Responsible for leading operations team. Works with internal and onshore teams closely to ensure a reliable and operationally effective flow of process

• Interact directly with the stake holders to deliver business requirements and overall healthy process behavior

• Duties may include, taking part in planning, organizing and directing the work of subordinates or others

• Outline procedures and instructions on work received

• Make estimations on new jobs received, check accuracy/quality of content creation/population done by others

• Ensuring records are maintained accurately. Motivates and guide team to achieve daily targets in a timely manner

• Identify and fix the gaps in the process between offshore and onshore teams

• Partner with offshore and onshore management to ensure compliance and scalable communication processes

• Actively work with various internal teams to drive tools and process improvements that effect process flows • 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

• 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 trainings to the team

• Manage the team and ensure high service delivery and execution

Skills and Required profile:

• In-depth knowledge of US Retirement 401K business (Money-In/Money-Out)

• Experience in the handling the team size of 15-20 people

• Should have minimum 10 years of experience in US Retirement 401K business & 3 Years in People Management Role

• Excellent communications and analytical skills

• Self-starter, self-motivator, proactive, target oriented with attention to detail

• Possess strong networking skills

• Proficient with Microsoft Office Suite (Word, Excel, SharePoint, etc.)

• Makes 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 required

• Knowledge on SLA/Attrition/Quality