Team Manager

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.