Drive team performance ensuring minimum average productivity of 80% per member and adherence to SLAs/TATs.
Ensure emails received up to 5 PM are closed same day and actively monitor requests breaching TAT.
Maintain quality of resolutions and implement corrective actions for process gaps by team members.
Create and update trackers and MIS reports, highlighting spikes/drops in volumes with root cause analysis.
Quickly learn new processes, train team for adoption, and monitor implementation.
Ensure compliance with PFRDA guidelines and thorough understanding of NPS product features.
Proficiency in MS Excel (VLOOKUP, macros, mail merge) and ability to analyze operational data.
Experience in managing a team of at least 3 members and basic understanding of accounts will be an added advantage.
Active stake holder management
