Team Lead Insurance & Annuities Operations

Provide day-to-day leadership and direction to a team of Operations professionals in the Service Operations line of Business, dedicated to providing timely and accurate resolution of service requests submitted by Advisors/clients, as per defined Service Levels and operating procedures
Serve as point-person and operational expert and collaborate with Business counterparts, senior Leaders and team members to manage/resolve process level issues on daily basis

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 (4 -years)

Relevant experience in leading and managing team/s in the Financial Services Industry

Experience should be 7 plus years
Good written and verbal communications skills

Strong operations handling experience with great focus on stakeholder management

Strong knowledge and ability to understand operational metrics and resolve issues

Effective People manager with high emotional intelligence

Expert in use of Excel for Business planning and analysis. Adept in use of Word Power-point

Preferred Qualifications

Masters degree or equivalent (6-years)

Knowledge of the Capital Markets, Securities Brokerage Operations Industry and Regulatory landscape/framework,

Insurance designations like LOMA, ALU, III, ALMI, FLMI, AALU, FALU,

About Our Company