Team Lead, Client Services
As Team Lead, Client Services, I manage the daily operations of the client service team, ensuring all pension-related inquiries and requests are handled efficiently. I serve as the main escalation point for complex member and employer concerns, working toward prompt and satisfactory resolutions. I am responsible for regulatory compliance and service-level quality assurance.
• Lead and supervise the client services team to achieve high customer satisfaction.
• Ensure compliance with pension laws, policies, and SLAs.
• Oversee documentation accuracy and the quality of client interactions.
• Monitor escalated cases to deliver swift solutions.
As Team Lead, Client Services, I manage the daily operations of the client service team, ensuring all pension-related inquiries and requests are handled efficiently. I serve as the main escalation point for complex member and employer concerns, working toward prompt and satisfactory resolutions. I am responsible for regulatory compliance and service-level quality assurance. • Lead and supervise the client services team to achieve high customer satisfaction. • Ensure compliance with pension laws, policies, and SLAs. • Oversee documentation accuracy and the quality of client interactions. • Monitor escalated cases to deliver swift solutions.
2023 - Present