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