Team Leader
Altisource Business Solutions Pvt. Ltd
Total years of experience :6 years, 2 Months
Performance Management : In my team I have 40 members from 0 to 5 years of experience. Conducting their quarterly, half year and yearly performance reviews and providing feedback on their performance to guide them in right a direction to grow in the organization. Identifying the improvement areas and training requirements, and facilitating necessary trainings. Keeping them motivated and challenged in their role to achieve the desired target. Identifying poetical issues and working on resolution to avoid client escalations and to deliver high quality output. Passing feedback to particular member on errors and escalations and helping them to improve their performance.
•Escalation Management : Responsible for all escalations received from client. Need to respond them within two hours to one business day depending upon criticality of the issue, involvement from other departments, and the impact on business. Need to do the route cause analysis, coordinating with other departments if they involved, finding the corrective action and providing the resolution or delivering correct output to clients.
•Continues Quality Improvement and Process Standardization : Identifying the areas of concern and working on resolution to improve the quality of output. Facilitating necessary process training to team as and when required. Conducting weekly team meeting to give them process update and if needed then necessary training on process changes. Identifying the different types of requests on similar reports and working on standardization of reports to decrease the inefficiency of the process and to reduce the TAT of output.
•Utilization Management : Need to help the team members to achieve their individual utilization target so that can achieve the team target. Distributing work within team to equalize the utilization, supporting other teams when we have less work to increase team utilization and facilitating trainings in off season to convert idle time to productive time. Identifying additional scope in the process and transiting those work to here.
•Client Meetings and Calls : Hosting weekly calls with clients to discuss the issues and process updates. Sending the agenda to them before the call for discussion and minutes of meeting after the call to avoid any miscommunication or misunderstanding in future. Also taking feedback from them on services and working continues improvement in output.
•Monthly Management Dashboard : Preparing monthly management dashboard on team performance and presenting that to management. Highlighting monthly achievements, concerning areas and current challenges, and long term and short term action plans to come out of these challenges. Preparing monthly quality dashboard and sending that to client management.
• Managing four teams having a total strength of 40 accountable for verifying documents of Property Insurance.
• Motivating the team on adhering to productivity, quality, and TAT.
• Conducting team huddles & managing shift targets in terms of login hours, schedule adherence, productivity, quality and work allocation for the team. Allocating and tracking work progress ensuring 100 % SLA, depending on the priority, keeping the TAT met.
• Task to set or amend monthly targets to improve performance and set bench mark for the team. Motivating team, build high-performing quality teams through coaching and feedback plans, recognition, self-development and support for career development.
• Set CDP (Career Development Plan) for the individuals and ensure the Company’s objective Key Resulting Areas (KRA) are met, thereby always exceeding Customers expectations and initiate new business prospects for the company working for.
• Accountable for call monitoring and Internal Audits.
• Weekly interaction with Onshore Clients over the conference call regarding the issues, concerns, improvements and Training.
• Preparing and publishing daily dashboards for two projects. Dashboard contains productivity and quality metrics for 40 employees.
• Setting future plans for the Associates ensuring the KRA is met.
• Counselling team members from time to time to keep them motivated to work. Conducting a general chat session with team members to know their state of mind.
• Creation of Training Manuals and process documents.
• Calculate the Incentive Plan for the employees.
• Review the weekly performances and find out the key performers and appreciate them.
• Was a part of transitioning three processes.
• Challenged to be a part of a team of 22 members, accountable for processing home, flood wind insurance, requesting the premium to carrier, ensuring the same is disbursed on time, also maintaining records for the same.
• Always ensured in service levels being met maintaining the quality above 99.50%.
• Communicate effectively with the Mortgage clients and Senior Management to provide regular updates on issues.
• Providing customer centric service and ensuring customer satisfaction at all times.
• 100% Compliant with all Company Policies & Procedures.
• Responsible for distributing workload among team members on a daily basis.
• Providing production support to other teams operating for different process.
• Responsible for overseeing achievement of team target on a daily basis.
• Training new hires, organizing refresher training, perform TNA and plan intensive Coaching sessions.
• Keenly overlooking On-the-Job-Training until the Associates are fully integrated and ready for production with desired result.