Team Leader
Capita Dubai FZ Limited
Total years of experience :24 years, 10 Months
Manage contact centre operations (inbound calls and emails) for Zurich International Life clients - customers and financial intermediaries
Consistently achieve Service Level Agreements (SLA) and metrics critical to quality
Deliver operational efficiency
Maintain adherence to Risk & Compliance standards
People management
AML (Anti Money Laundering) certified
Develop health working relationships with financial intermediaries and undertake prompt resolution of escalations from customers and financial intermediaries
Support the Nexus Admin team in the absence of a Relationship Manager from July to September 2013
Manage a 30-member team performing Accounting Reconciliations on Life & Pensions policies with a portfolio of 300+ accounts.
Transitioned the process from the UK to commence Business As Usual (BAU) operations in India.
Manage Service Delivery for smooth functioning of BAU operations.
Ensure accuracy and subsequent reduction in volume of un-reconciled entries.
Engage extensively with the UK Support Teams for clearance of outstanding entries and to improve the overall health of accounts.
Maintain contractual staffing requirements month on month.
Ensure process controls are compliant with the organisation's Risk & Compliance framework.
Undertake an annual review of all process training manuals to ensure they are up-to-date and accurate.
Ensure staff complete annual Regulatory Trainings on Data Protection, Anti Money Laundering, Fraud Prevention, Treating Customers Fairly (TCF) etc.
Create process dashboards and report performance in monthly Governance meetings with the stakeholders.
Plan and initiate cross functional training to increase staff skills and build resilience.
Maintain key personnel annualised attrition at less than 10%.
Recruit new staff in the event of attrition and set up training.
Appraise Team Leaders and staff on their Key Performance Indicators (KPIs).
Succession planning for high performing staff.
Manage back-office and front-office operations for an 80-member process.
Assist with onsite migration of Centrica and Aviva businesses from the UK to commence BAU operations in India.
Manage Service Level Agreements (SLA) on Average Handling Time (AHT), Average Speed of Answer (ASA), Accuracy and Turnaround Time (TAT).
Maintain contractual staffing and utilisation levels to achieve SLAs. Quality check transactions processed and calls handled for accuracy.
Attend quality calibration meetings with the Client. Ensure variance is less than 10%.
Undertake regular Training Need Analysis (TNA) to identify and resolve knowledge gaps.
Coach and develop staff to achieve targets on accuracy.
Train and accredit new staff for BAU. Up-skill existing staff skills to build resilience.
Maintain up-to-date process maps and training manuals.
Ensure adherence to Risk & Compliance requirements. Ensure staff complete annual Regulatory Trainings on Data Protection, Anti Money Laundering, Fraud Prevention, Treating Customers Fairly (TCF) etc.
Drive First Time Resolution (FTR) to reduce customer complaints and / or repeat contact.
Undertake Customer Complaint Resolution (CCR) in the event of customer complaints.
Report process performance to the Stakeholders in Monthly Business Review meetings.
Appraise Team Leaders and staff regularly on their KPIs.
Undertake succession planning for high performing staff.
Ensure annualised attrition is less than 20%.
Deliver productivity improvements of 10% year on year.
Promotions:
Team Manager - 1 April 2007 to 29 December 2008
Assistant Team Manager - 1 August 2006 to 31 March 2007
Quality Assurance Leader - 1 July 2004 to 31 July 2006
Senior Customer Service Associate - 26 September 2003 to 30 June 2004
Achievements:
CEO Annual Excellence Award - 2007
Achiever’s Award - 2007
Brainwave Award - 2007
Outstanding Contribution - 2005
Assist customers on claims and benefit entitlement information on their Health and Dental insurance plans.
Meet Service Level Agreements (SLA) on Average Handling Time (AHT) and Call Quality while interacting with consumer customers on calls.
Ensure adherence to daily staffing schedules and zero unscheduled absenteeism.
Mentor new associates to be able to handle calls independently.
Assist the Manager in preparing Staffing Rosters, Break Schedules, Attendance Records and Weekly SLA Dashboards.
Team member of the Customer Complaint Research and Resolution team to compile and analyse data on customer complaints.
Team member on a Black Belt project to improve FTR.
Team member on a digitization project for developing a Graphic User Interface (GUI) system to improve AHT and ASA.
Team member on a project that developed an intranet site for Knowledge Management. Benefits of this project were improvement in AHT and quality scores.
Achievements:
Star of the Month Award - 2002
Manage a team of 15 Medical Transcriptionists.
Proofread a random sample of files checked by the Quality Specialists for accuracy.
Coach and develop Medical Transcriptionists and Quality Specialists.
Promotions:
Proof Reader - 1 March 2001 to 31 July 2001
Medical Transcriptionist - 8 June 2000 to 28 Feb 2001
Achieve pre-defined weekly sales targets.
Generate new business via cold calling and follow-up with existing prospects.
Up-sell advanced courses to existing students.
Coach new marketing recruits on and off field trips.