- Performance management
- Accountability for process-level deliverables
- Talent retention
- Meet process metrics/SLAs
- MEI management
- Managing shrinkage and financial leakage effectively
- Planning daily/monthly staffing
- Provide coaching and feedback to team members for their learning and growth
- Process improvement and innovation
- Stakeholder management including client and EXL leadership
- Handle and resolve customer escalations/calls
- Ensure compliance with internal policies and procedures, external regulations and information security standards
Prepare and analyze various MIS reports
- Good verbal and written English with minimum CEF score of C1-13
- Good computer navigation skills
- Open to work in a 24 x 7 shift window (rotational shifts/weekend working/split weekly offs)
- Knowledge of Microsoft Office and MS Outlook
- Understanding of P&C insurance
- Strong people management & leadership skills
- Good Analytical, decision making & problem solving skills
- Coaching and Feedback skills
- Spirit of collaboration and team work
- Excellent comprehension and analytical skills
- Customer service orientation
- Quality orientation
- Competent in documentation and conformance with policies/compliances, including audit requirements
Ability to work independently/with minimum supervision
Primary Internal Interactions
- Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
- Quality team for quality performance, feedback and audits for the process
- Training team for any training/refresher requirements
- Subject Matter Expert for the purpose of handling process related issues; queries and escalated transactions
- MI/BSS team for various reports
