Lead Assistant Manager

Candidate having experience in auto subrogation/collections

• Manage teams and ensure quality and productivity targets are met

•Motivate team members and control attrition

•Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.

•Provide coaching and feedback to team members to enable them to improve their performance.

•Assist new hires such that they are productive on the floor in the shortest possible time frame

•Handle escalations/complaints.

•Provide inputs on process and system to the team members.

•Client Interaction, where required at the level of Supervisors

•Ensure compliance with internal policies and procedures, external regulations and information security standards.

•Collect and provide data required for various audits like ISO/SAS etc.

•Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy

•Effectively manage queue and balancing of work loads

•To work with associates / Sr associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required

• To work with Subject Matter Expert, for the purpose of handling process related issues, queries and escalated transactions

•To work with Managers for the purpose of reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance

• Process performance – as per SLAs over the month. Manage hourly TAT

• Improvement in quality and productivity

• Accurate SLA reporting

• Customer Satisfaction

• Employee Satisfaction, people development and morale

• Attrition within target levels

• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.

• Track, manage and monitor breaks for the team.

• Stay in touch with the Client at the Process Owner level daily to review progress.

• Create and share performance reports with client and internal stakeholder.

• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.

• Document daily & monthly performance review of agents, quarterly and annual appraisals of Agents and consequent development processes effectively.

• Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters.

• Drive reward and recognition activity on the floor. Get participation and create enthusiasm.

• Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.

• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Graduation