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Assistant Manager-Partner Operations-Operations

EXL
Full-time
On-site
Philippines
Description
Essential Functions                                                       

 

 

 

 

  • Monitor transactions on an ongoing basis and take corrective steps where necessary
  • Provide coaching and feedback to team members to enable them to improve their performance. 
  • Assist new hires and ensure that they are productive on the floor in the shortest possible time frame.
  • Operate as a domain knowledge expert – Insurance/Disability Claims
  • Assist SME/Trainer in imparting training to new joiners
  • Handle escalations.
  • Effective Client communication
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.
  • Collect and provide data required for various audits.
  • Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
  • Employee engagement and managing attrition
  • Succession planning for all key roles

 

Performance parameters
  • Process performance – as per agreed KPIs
  • Continuous Improvement – Quality and Productivity improvement, reducing TAT and Cycle Time
  • Subject Matter Expertise
  • Attrition and Employee Engagement
  • Compliance – Adherence to organizational policies and procedures
  • Timely and Accurate reporting of data/information

 

 

 

 

 

 

 

 

 

 

Primary Internal Interactions
  • Manager for the purpose of settling performance issues and for monthly 1:1
  • CCE’s (Team Members) for the purpose of providing support & guidance on process-related matters.
  • Client / External trainer for undergoing process training conducted by them.

 

Primary External Interactions
  • Key clients
  • Research


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