CRB NA Client Specialist Team Manager

Description

The Role

Process & Stakeholder Management

• Deliver/ Manage KPIs and metrics in line with the prescribed targets
• Prioritize and organize work according to business priorities.
• Develop an in depth understanding of the technical aspects of the process.
• Driving process improvements within team for improved efficiency, client experience or better risk controls
• Periodic review of process risks and ensuring adequate controls are in place.
• Meeting with stakeholders to discuss process related challenges and opportunities
• Work with relevant stakeholders for effectively resolving escalations.
• Leading projects / tasks E2E in coordination with onshore stakeholders
  
  

• Forecasting and planning of resource requirements
• Manage resources efficiently through peaks and troughs in the business cycle.
• Ensure contingency planning is in place for critical resources
  
  

• Setting appropriate goals & expectations for the team and conducting regular progress reviews.
• Work closely with individuals and groom them to their full potential.
• Assessing and developing competency levels to make sure team members have the expertise needed to add value to the business.
• Proactive identification of performance issues. Creating action plan and coaching them to improve performance.
• Conduct 1-1 and team meetings in line with Operational Engagement Framework.
• Managing attrition and absenteeism in the team
  
  

• Lead MI reviews for the business unit and manage related tasks ensuring delivery
• Risk Assessment & Review Ensure delivery of standardized policies, procedures and service standards. Ensures these are understood and followed by the business so that all aspects of risk management, information security, legislation and regulation are managed effectively
  
  

• Focusing on Clients
• Working in Teams
• Driving Excellence
• Influencing Stakeholders
• Developing Talent
  
  

• Excellent verbal and written communication skills
• Energetic, enthusiastic individuals
• Logical thinking skillset is a must
• Ability to learn new processes and systems, also should have the ability to adapt to changes
• Ability to prioritize and organize tasks, work within stiff timelines
• Ability to work independently and as part of a team
  
  

• Proven track record of delivering excellent levels of Client Service across varied stakeholders through a large operating function
• Experienced leader with proven ability in managing a function to deliver an agreed set of homogeneous processes
  
  

• Minimum tenure of 24 months in the current process
• Not on written warning for behavior or performance within the last 12 months (no CAF issued)
• Internal Job Applicants (IJP) – will follow WTW PH guidelines on eligibility requirements such as but not limited to:
• No outstanding performance improvement plan (PIP)
• Should not be under disciplinary action
• Should have maintained a rating of “3” at least two years