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Team Leader - Operations

Allstate India

Location

Pune | India

Job description

Job Description

Job Responsibilities :

  • Manages, researches, and resolves highly complex agency communications, concerns, conflicts or issues
  • Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans

Administration and Operational Management

  • Maintains an environment of highly engaged employees who create highly satisfied customers
  • Communicates verbally or in writing about Underwriting processes/procedures with other employees, leaders and teams
  • Manages multiple highly complex work assignments with limited guidance provided
  • Proactively uses process technical expertise to train others
  • Manages staff and effectively uses performance management to improve and/or reward employee performance
  • Effectively coaches and provides development/career guidance for direct reports
  • Administers company Human Resources policies
  • Identifies issues and potential solutions on all aspects of the underwriting business
  • Assists leadership in developing strategies of operational improvement
  • Assists with establishing unit goals/objectives
  • Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
  • Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
  • Ensures adherence to empathetic and responsive customer service in all transactions

Training - Develop and Deliver

  • Participates in assessing and addressing unit needs for training and development
  • Provides coaching/mentoring and feedback

Knowledge/Skills/Abilities/Experience

  • Bachelors' degree in related field preferred or equivalent experience
  • Experience in Chat handling process is a must
  • Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
  • Applies advanced skill in motivation, organization, training, coaching and facilitation of teamwork

Job tags

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