As a Team Manager in Account Servicing, you will play a crucial role in overseeing and enhancing the performance of your team while ensuring high levels of client satisfaction. Your responsibilities will include managing service level targets, motivating team members, and driving continuous improvement. You will work closely with both your team and clients to maintain and elevate service quality.
Key Responsibilities
- Team Management. Lead and manage a team to achieve service level targets, ensuring high performance and alignment with organizational goals.
- Motivation & Attrition Control. Inspire and motivate team members, implementing strategies to control and reduce attrition rates.
- Performance Monitoring. Oversee account servicing performance, maintaining strong relationships with Underwriters (UWs) and implementing corrective actions or incremental improvements as needed.
- Coaching & Development. Provide constructive feedback and coaching to team members, facilitating their professional growth and enhancing their performance.
- Onboarding & Training. Support new hires to quickly become productive, ensuring a smooth onboarding process.
- Escalation Management. Handle escalations efficiently, resolving issues promptly to maintain service excellence.
- Process & System Improvement. Offer insights on process and system enhancements to team members, driving continuous improvement.
- Client Interaction. Engage with clients at the Supervisor level when necessary, ensuring effective communication and relationship management.
- Goal Alignment. Ensure all associates understand their individual goals and how these contribute to the Supplier’s quality policy.
- Workload Management. Effectively manage queue and workload balancing to optimize operational efficiency.
- Flexible Scheduling. Adapt to rotating or flexible 24/7 shifts to meet the extended operational requirements of the business.
- Compliance. Ensure adherence to internal policies, external regulations, and information security standards.
Qualifications
- Proven experience in team management and performance optimization.
- Strong leadership and motivational skills.
- Excellent communication and client interaction abilities.
- Ability to handle escalations and resolve issues effectively.
- Experience in providing feedback, coaching, and facilitating new hire training.
- Familiarity with process improvement and system enhancement initiatives.
- Flexible and adaptable to changing shift patterns and operational needs.
- Knowledge of compliance standards and information security protocols.
Why Join Us
Join a dynamic team where you can make a significant impact by leading and developing talent, driving performance improvements, and enhancing client relationships. This role offers an opportunity to work in a fast-paced environment with the flexibility to address operational challenges and drive success.