The Role

Office engagement:

Cultivate strong working relationships with offices, understanding individuals, key clients, and expectations. Communicate proactively with offices to resolve issues and align priorities. Address escalations, developing strategies for future prevention.

 

People:

Conduct effective monthly (or more frequent) 1-on-1s with direct reports, using coaching techniques and documenting key outcomes. Ensure timely HR process compliance. Manage short, medium, and long-term resourcing (staffing, skills, motivation, succession planning), including recruitment, training, and time-off management. Participate in all recruitment stages (screening, interviewing, selection, hiring). Lead engagement activities to boost performance and motivation. Ensure completion of required WTW training. Enable team members to achieve objectives and metrics, addressing underperformance in quality or productivity. Foster a collaborative, client focused IV team culture with shared expectations.

 

Process and technology:

Drive urgency in task completion according to turnaround times (TAT). Ensure timely and relevant sharing of measures, reports, and communications. Verify adherence to account-specific guidelines and Standard Operating Procedures (SOPs). Promote strict compliance with Dispute Process guidelines and Root Cause Analysis (RCA). Proactively identify and resolve process/technology issues for center improvement; escalate when necessary. Ensure 100% Business Continuity Plan (BCP) compliance. Encourage and support team ideation.

 

Behaviors

Prioritize service delivery and customer-centric actions. Support team success by being approachable and providing necessary assistance. Serve as a role model in customer focus, teamwork, coaching, development, metrics, timeliness, attendance, and professional appearance. Create growth and development opportunities within the team. Demonstrate a positive, proactive attitude towards the organization and team.

The Requirement

Education and Experience

4-Year college degree in Business, Management, Finance or equivalent required.Minimum of 2 years’ work experience in Property/ Non-Life Insurance is a must.Proven experience in a team leadership or supervisory role within a call center setting.Strong understanding of call center metrics and performance management.

 

A Team Manager is expected to be effective at:

Relationship Management: Building satisfaction through effective communication, even in challenging conversations.Providing clear direction and prioritizing conflicting deliverables effectively.Inspiring individuals to achieve their goals.Mentoring and coaching team members for professional growth.Problem Solving: Identifying, diagnosing, and resolving root causes of issues.Demonstrating strong written, verbal, and non-verbal communication skills.Applying critical thinking and analytical skills.Effectively managing time and organizing tasks.Possessing working knowledge of COD and core processes.

 

WTW is an equal opportunity employer.