Team Manager

Job description / Role

Salary: up to AED 18,000 based on experience

Our client, established in the early Eighties, is one of the leading Business Process Outsourcing companies across many countries including the Middle East.

Providing a range of services, which include customer management, administration and professional support services to the Public and Private Sectors.

Due to their expansion in the Insurance sector we are seeking and experienced individual to manage a team of about 6 people including:
- Managing work to deliver against all Critical Service Levels and Key Measures
- Effectively manage, motivate develop, coach and mentor the team
- Excellent relationship management with key stakeholders
- Maintaining adequate controls and adherence to Risk policies
- Deliver operational efficiencies.

Key responsibilities of the role are as follows:

Internal
- Business Planning & MI Team
- R&C, Compliance Teams
- Support Functions

External
- Investment Advisors
- Policyholders
- Financial Advisors
- Bank (s)

Primary Responsibilities
- Proactively plan and co-ordinate workloads with an aim to ensure even spread across the team and achievement of SLA’s
- Prepare periodic and accurate MI reports for internal and external reporting purposes;
- Handle and resolve a wide range of complex queries, providing information, advice and guidance
- Constantly review procedures, processes and controls with the ultimate aim of making it easier for the customer
- Support the implementation of new or amended systems, procedures, practices, etc, as required
- Ensure that customer complaints are dealt with to agreed standards and personally resolve more complex or sensitive queries, ensuring all correspondence meets the quality and brand standards
- Ensure all relevant processes comply with company policy, technical standards and relevant regulatory requirements
- Manage the motivation, development and performance of team members to improve quality, efficiency and work flexibility
- Ensure all transactions are processed as per agreed SLA and procedure
- Work in a controlled environment and highlight any areas of risk to the process / business
- Achieve quality standards and SLAs through effective performance management
- Maintain positive relationships with both internal and external customers
- Keep pace with the changing business environment
- Authorization of payments as required
- Ensure all premiums are reported and reconciled as per agreed timelines and SLA’s
- Undertake project work to support business initiatives and make recommendations that improve operational efficiency, reduce costs and improve the quality of service
- Monitor breaches and complaints to ensure smooth functioning in accordance to the pre-set deadlines, procedures and service standards
- Actively initiate root cause analysis with an aim to prevent recurrence of an incident
- Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations;
- Identify, facilitate and implement process improvement initiatives to improve efficiency;
- Execute business transformation activities within the team;
- Monitor and manage leaves, attendance, breaks, attrition, etc for the team;
- Participate in the recruitment process of new administrators as required
- Plan and provide training to all new starters.
- Implement incentive and recognition program as required.
- Conduct periodic performance appraisals and feedback sessions for team
- Champions TCF among the team, ensuring it is built into all relevant objectives
- Service delivery by the team within the agreed SLA frameworks
- Ensure adherence to Standard Operating Principles
- Team attrition and leaves within check
- On-time and accurate reporting
- Compliance of the teams with internal and external, regulatory and framework requirements based on the principle of TCF
- Execution of business transformation activities within the team
- Process improvements, new business projects and other initiatives

Requirements

- Graduate in any discipline
- Minimum of 4- 5 years’ experience
- 2 years’ experience as a Team Manager in the organization or in a similar process at a BPO
- Excellent communication and reporting skills.
- High level of efficiency in MS Office
- Candidates currently in the UAE preferred

About the Company

KERSHAW LEONARD "WE CHANGE PEOPLES LIVES"

Who we are:

Founded in September 1999 The Kershaw Leonard Group was based upon professional recruitment practices laid down by the UK Institute of Employment Consultants whose values are still at the core of our success today.

Inherently we believe that recruitment is a people business not a CV processing business and as such we take time and care to make sure we understand the needs of both our Clients and our Candidates.

Such attention to the care side of our business together with the sheer length of time we have been established has given us a unique position. We regularly attract top class candidates who only want to work with Kershaw Leonard as they trust our confidentiality and professionalism. Similarly, more than 75% of the clients we work with come back for more when they have a new position to fill.

What we do:

Kershaw Leonard Group places exceptional talent on a Global scale. Our winning strategy is to partner very closely with a small number of clients so we can really understand their objectives, needs and aspirations in a way that allows us to intuitively know the kind of cultural fit they are looking for when the time comes for them to recruit new talent. Then once that talent is on board and part of the client’s team, to assist wherever is needed to improve performance and leadership skills

Why Us:

The Kershaw Leonard Group is more than just a recruitment agency. In addition to KL Recruitment, KL Consulting offers a vast spectrum of skills from our experienced behavioural psychologist and consultants with almost two decades of HR Director level experience in the region.