Job Description – Assistant Team Manager - Operations

Admiral Group Plc. (UK) and Admiral Solutions (India)

Know Us:

The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India.

We serve over 9 million customers worldwide in line with our purpose, to help more people to look after their future, always striving for better together.

 In 2024 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®

At Admiral Solutions (Branch Office of AGp), we truly believe that customers and our front-line staff are at the heart of everything we do. It is the customer who signs our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~15000 family members worldwide with one common goal of delivering brilliant Customer Experience every day, right from the first call or interaction of the day.

Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2700 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement, culture and people practices, and this is testimony to the plethora of recognition we have earned in the last couple of years. Here is the list of the latest ones:

Great Place to Work certified for consecutive 9 years
Ranked 95th in India’s Top Large IT/ITES Companies 2024-25
India’s Top 50 Best Workplace for Women
Top 50 Companies in the IT/BPM in Large Size Organizations
India's Best Workplaces Building a Culture of Innovation by All

Why Work with Us?

As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life balance. This makes our staff thrive in an environment which helps them grow professionally and personally. We have DEIB Council (Diversity Equality Inclusiveness & Belonging) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills. Have a look at some of the employee benefits we provide:

Free Meals (while working from office)
Free Cab Services with App enabled booking & tracking.
Free Medical, Accident and Life Insurance
Annual £750 equivalent Company Shares to every staff member
Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally (subject to discretion of the department)
Opportunity to enrol in learning & development courses.
Opportunity to be nominated to travel to our global offices.
Opportunity to grow within the organization.

Working Considerations

Minimum Education: 10+2 (Graduate Preferred)
Experience: 2 years of relevant experience in same industry and field.
Shift Timings: 6:30 AM IST - 2:30 AM IST
Working Days: 5 days working in the week

Location: Flexibility to work both from home and the office based on business requirements within Admiral's serviceable area.

WFH (Work from Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 75mbps and uninterrupted power supply.
WFO (Work from Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

Summary of the role

• The Assistant Team Manager should be a self-motivated individual responsible for team results and performance.
• They should mentor Team Members & SCR, understand the Site’s Vision and Goals, and deliver on agreed Service
• Levels Agreement. Responsibilities include controlling attrition and absenteeism, leading a team of 10 to 12 FTEs,
• managing day-to-day operations, and developing the team in dealing with calls. The role involves supporting the
• team in customer care and process control, building a motivated team, maintaining strong answer rates, coaching
• staff, fostering a culture of learning, and dealing with customer interactions empathetically.

Role and Its Responsibilities

Key Responsibilities:

• Strong leadership and coaching ability.
• Review team & department performance results daily.
• Strong Performance and Behavior Management.
• Motivating a team of case handlers/customer care specialist daily, instilling the Admiral Culture in your team.
• Giving technical guidance on claims/queries within your team.
• Regularly auditing claims/queries in line with our review strategy and providing constructive, face-to-face feedback.
• You will be responsible for ensuring that we provide excellent service to our clients/customer, whilst maintaining a clear audit trail of your work and feedback given
• Listening to calls with your team on a one-on-one basis and in a group monthly
• Ensuring the team’s work is in line with our company SLAs and KPIs
• You will be expected to speak to our clients/customers and at times deal with and resolve complaints made by them.
• Ensuring that the team continue to develop technically.
• Always ensure that we act within our regulatory framework, with the best interests of our clients/customers at heart.
• Interacting with the wider management group, you will be expected to give your opinion on changes and help us shape the future, therefore the ability to adapt to change is essential.
• Keeping up to date with industry changes and working closely with our management group to develop and grow as a business.
• Assisting the Senior Management Team with project work and recruitment as and when required.
• You will be expected to handle voice, non-voice, or blended processes based on the outcome of your interview.

Ingredients to Success:   

• Effective Communication: Clear and empathetic communication with customers and staff.
• Customer Focus & Passion for service: Understanding and addressing customer needs efficiently and empathetically.
• Accountability: Clearly understand and takes accountability in the role.
• Adaptability: Flexibility in handling various customer situations
• Attention to Detail: Ensuring accuracy in processing customer information
• Resilience: Managing stress and maintaining composure during calls.

Requirements:

• Experience in a leadership role
• Strong problem-solving skills
• Ability to work under pressure
• Excellent communication skills
• Knowledge of customer service principles and practices

Additional Requirement: As an Assistant Team Manager, you will play a crucial role in ensuring that our customers receive exceptional service and support from you and your respective team members. You will be responsible for handling customer escalations, resolving issues, and providing information about our products and services. Your goal is to enhance customer satisfaction and loyalty by delivering a positive and seamless customer experience.
The Consumer Duty applies across our business to high-level strategic planning, budget allocation, individual customer interactions, product and service development, sales and servicing, distribution, support, risk and control functions, remuneration, and incentives. We all need to put customers’ interests at the heart of our activities and decision-making. The
spirit of the Consumer Duty is reflected in our Group purpose to “Help more people to look after their future. Always striving for better together.”

Admiral’s Consumer Duty Principles:

• Understanding: All customer communication is easy to understand – no jargon.
• Ease: Whatever channel a customer chooses, we make it simple - all tasks are equally important and finding andcompleting them can be done with minimum fuss – no hassle!
• Fairness: Our prices are fair, and all our products are designed based on thorough research and testing to ensure they meet customers’ needs and expectations - no surprises!

Contact Us

Admiral Solutions (EUI Limited), 4th, 5th and 6th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India

Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.

To know more about us, feel free to visit the websites below for more information.

www. admiralgroup.co.uk
www. www.admiralsolutions.in
www.admiral.com