Provide world-class, specialized services to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner
Respond to more complex issues (which may be related to basic investment products, general securities products, or insurance products) escalated from service teams, and take a lead role in communicating resolution status updates to appropriate parties
Proactively initiate customer contact to ensure the highest possible quality of customer service
Key Responsibilities
Responsible to lead a team of resources and ensure effective service level adherence through timely and accurate resolution of service requests on a daily basis
Implement effective staffing, work allocation and continuous management of work-baskets to ensure adherence to assignment case deadlines
Coordinate with Home Office counterparts and Subject Matter Experts for management of urgent/escalated issues and ensure seamless resolution
Collaborate with Home office counterparts and SMEs to streamline processes and accordingly modify operating procedures
Conduct knowledge sharing sessions, and discuss/debrief process level issues/updates to ensure dissemination of knowledge to the team
Act as the Subject Matter Expert and provide responses to queries raised by Operations professionals, to ensure speedy resolution of cases
Liaison with the Risk Compliance partners and conduct periodic review of procedures to ensure adherence to Regulatory guidelines
Ensure adherence to the Service delivery framework established for the Business and also drive adherence to the common minimum practices framework on a daily basis
Track and report team/individual performance, along with a summary of highlights/issues/ongoing action plan, on a daily/weekly/monthly basis to various stakeholders
Partner with Human Resources and functional Leaders to formulate career progression / employee development plans
Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings
Responsible to collaborate with senior Leaders and Training counterparts to provide adequate learning development programs for team members to improve operational knowledge, develop product and domain knowledge, and build/enhance skills/competencies
Participate in Operational, Domain and soft-skills development Training programs for self development of process and domain knowledge and build/improve soft-skills/competencies
Required Qualifications
Bachelors degree or equivalent
Strong communication, interpersonal, organizational and time-management skills.
Good working knowledge of computers, with proficiency in MS Office applications (Word, Power Point and Excel).
Strong operations handling experience with great focus on stakeholder/customer management
Relevant experience in leading and managing team/s in the Financial Services Industry
Effective People manager with high emotional intelligence
