Group Servicing Lead, Assistant Manager

Job Summary

Evaluates, assigns and monitors the team’s activities to ensure work completion in order to improve work output. They resolve complex transactions, customer inquiries, policy or billing questions by being a subject matter expert. Responsible for the development of team members as well as implementing plans that improve the work environment and business result.

Key Accountabilities

1. Supervises assigned team members’ daily activities. They assist management by evaluating, assigning, and monitoring workflow to ensure work completion and teamwork of the Service Operations team.
2. They track the teams' production progress towards daily, weekly, and monthly goals and deadlines, and take pro-active steps, maintain thorough and current working knowledge of procedures, methods and regulatory requirements, and partner with other leaders to develop, pilot and execute improvements.
3. They understand, support and advocate the organization’s overall strategy and communicate company strategies related to product, processes, policies and practices.
4. They interact with and respond to customer inquiries or escalations, as requested, and model, promote and advocate Zurich’s core values.

Performance Management Accountabilities

1. Demonstrate commitment to corporate values.
2. Take accountability for participating in the performance management cycle.
3. Take action to improve performance on the job.
4. Assist and support co-workers.
5. Take action to manage own personal development.

Functional Skills

• Product & Service Management - Proficiency Level 2
• Operational Excellence - Proficiency Level 2
• Office Administration - Proficiency Level 2
• Accuracy & Attention to Detail - Proficiency Level 3
• Customer Service - Proficiency Level 2
• Effective Communication - Proficiency Level 2
• Organizational Agility - Proficiency Level 2
• Problem Solving - Proficiency Level 1
• Project / Program Management - Proficiency Level 1
• Relationship Management - Proficiency Level 1
• Stakeholder Management - Proficiency Level 2
• Networking - Proficiency Level 2

Requirements

1. Diploma, Advanced/ Higher/ Graduate Diploma, Economics, Information Technology, Business Studies/ Administration/ Management, Marketing, Commerce or equivalent.
2. Proficient in MS Office (Word, Excel & Outlook)
3. A minimum of 4 years working experience in the related field.
4. Resilient to thrive in a complex environment.