Assistant Manager

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

RESPONSIBILITIES

Direct Leadership – Directly manages a team of FCCRs in their day-to-day discharge of their duties and responsibilities in the operations. Ensure that the following are provided and completed: Coaching sessions with FCCRs: 1. Weekly observation and quick coaching and 2. Monthly results coaching Equipping the FCCRs with the knowledge, training, experience, tools and technology needed to achieve the required business results. Plotting programs in their Development Plan Coaching and mentoring FCCRs to develop their competencies and position them for success. Responsible for ensuring the retention of employees in his/her team as per the set goals. Analyze metrics to take appropriate and timely action (daily, weekly, monthly) to manage team performance. Clearly communicate the messages to the team. Ensure that FCCRs meet and exceed their Service Level Agreement targets (Average Handling Time, Core of Customer Care, CCR SAT, Accuracy, Reliability and Adherence). Monitor the Early Warning Signs of FCCRs attrition which shall be liaised with Operations Manager and Operations Director. Conduct daily pre-shift and in-shift huddles.

Floor Management - Ensure that there is enough coverage of support on the floor; that all FCCRs are provided with enough assistance to immediately address their concerns and questions regarding their voice and chat processes and procedures for all Individual Wealth skills.

Assistance to Management and other Priorities - Provide simple technical support, update daily tracker, attend weekly operations meeting, generate report and provide support and/or assistance needed by the management and FCCRs. Participate and attend the monthly team meeting with the Operations Manager and other Team Leaders. Liaise and coordinate with other supervisors regarding business processes, system, and policies and extend supervisory assistance to the team of the respective Team Leader if the latter is not available.

COMPETENCIES REQUIRED

Communication Skills

• Fluency in English speaking and writing
• Strong and effective verbal and written communication skills
• Good listening skills
• Advanced skills in Microsoft Office (Word, Excel, and Powerpoint)

Technical Skills

• Proficient Windows knowledge
• Proficient key boarding skills.
• Operations Writing speed of 25 words per minute with an accuracy of 95%.

Core Competencies

• Collaborates effectively – partners to deliver on team and organization goals
• Communicates confidently – shares relevant information in a direct, compelling and transparent fashion. This is in horizontal and vertical structure
• Focuses on the customer – builds relationships with customers by understanding and responding to their needs and ensuring fair treatment
• Takes accountability – sets and achieves stretch objectives
• Understands our business – knows the fundamentals of the SLF business

Leadership

• Attracts, develops, and retain talents – ensures a ready and skilled supply of talent to meet current & future business needs.
• Participates & promotes employee retention& development.
• Builds and applies self-insight – seeks self-awareness, taking action to build trust and credibility
• Drives for action – acts quickly and decisively to seize business opportunities
• Embrace differences – appreciates and leverages diversity (e.g. culture, abilities, and perspectives)
• Generates innovative solutions – thinks creatively to positively impact the business
• Leads change – inspires a shared vision and models the way
• Manages complexity – maintains momentum by managing dilemmas and dealing well with ambiguity
• Thinks and acts strategically – creates competitive advantage for the organization

Minimum Qualification:

• Bachelor’s degree
• At least five years contact center experience with 2 years’ experience in a team leader/supervisor capacity
• Previous related work experience must be in Investments, Wealth or Financial services in a BPO setting
• Knowledge of Investments, Wealth or Financial products is required
• Having FINRA Series 6, 63 and/or 7 licenses would be an advantage but not required
• Strong coaching, leading and performance management skills
• Proven leadership capability and a strong results orientation
• Capable of working in a structured and tactical management operating system
• Able to analyze, identify improvement opportunities and build sustainable processes
• Excellent change management skills
• Proficient communication skills (verbal and written)
• Strong team player / team building skills

Job Category:

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