Job Title

VOYA INDIA Overview Voya India is a Global Capability Center (GCC) supporting Voya Financial Inc. (NYSE: VOYA), At Voya India, we are a dynamic community continuously working to enhance customer experiences in the financial services industry. We are dedicated to making a difference by creating innovative customer solutions through transforming, digitalizing, automating, and enhancing technology and business processes. More information is available at : - Roles and Responsibilities: • Responsible for leading operations team. Works with internal and onshore teams closely to ensure a reliable and operationally effective flow of process • Interact directly with the stake holders to deliver business requirements and overall healthy process behavior • Duties may include, taking part in planning, organizing and directing the work of subordinates or others • Outline procedures and instructions on work received • Make estimations on new jobs received, check accuracy/quality of content creation/population done by others • Ensuring records are maintained accurately. Motivates and guide team to achieve daily targets in a timely manner • Identify and fix the gaps in the process between offshore and onshore teams • Partner with offshore and onshore management to ensure compliance and scalable communication processes • Actively work with various internal teams to drive tools and process improvements that effect process flows • Adhered to Compliance and Audit • Effectively manage SLA, process flows and any escalations • People management (Leadership role, team management, floor control and retention), Performance Management and Rewards & Recognition • Formulate, implement, track career path and individual development plans of team members • Mentor and guide quality lead/process expert to manage quality, improve process efficiency and minimize variation • Conceptualize, design and deliver trainings to the team • Manage the team and ensure high service delivery and execution Skills and Required profile: • In-depth knowledge of US Retirement 401K business (Money-In/Money-Out) • Experience in the handling the team size of 15-20 people • Should have minimum 10 years of experience in US Retirement 401K business & 3 Years in People Management Role • Excellent communications and analytical skills • Self-starter, self-motivator, proactive, target oriented with attention to detail • Possess strong networking skills • Proficient with Microsoft Office Suite (Word, Excel, SharePoint, etc.) • Makes decisions within guidelines, balancing risk and service needs, seeking assistance from manager as necessary • Should be flexible to work in night shifts and must extend when business required • Knowledge on SLA/Attrition/Quality