Offer summary

Qualifications:

Graduation or diploma with a minimum of 15 years of education., Minimum 3 years of work experience in customer service, including 1 year in a supervisory role., Strong people management and leadership skills., Good verbal and written English with a minimum CEF score of C1-13..

Key responsibilities:

Manage performance and talent retention within the team.

Ensure compliance with internal policies and external regulations.

Handle customer escalations and provide coaching to team members.

Prepare and analyze various MIS reports and manage stakeholder interactions.

Job description

Job Description

Position Title, Responsibility Level

Assistant Manager, Operations

Function

Insurance

Reports to

Manager/LAM, Operations

Permanent/ Temporary

Permanent

Span of Control

1:13

Location:

Pune/Noida

Roles and Responsibilities

· Performance management

· Talent retention

· Meet process metrics/SLAs

· 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 analyse various MIS reports

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

Primary External Interactions

· Stakeholders at the client end to share performance reports and address any issues and queries

Skills

Ø Good verbal and written English with minimum CEF score of C1-13

Ø Good computer navigation skills

Ø Open to work in a 24 x 7 shift window

Ø Typing speed of 25 words per minute with 90% Accuracy

Ø Knowledge of Microsoft Office and MS Outlook

Ø Understanding of P&C insurance

Ø Strong people management & leadership skills

Ø Good Analytical, decision making & problem solving skills

Ø Coaching and Feedback skills

Ø Spirit of collaboration and team work

Ø Excellent comprehension and analytical skills

Ø Customer service orientation

Ø Quality orientation

Ø Competent in documentation and conformance with policies/compliances, including audit requirements

Ø Ability to work independently/with minimum supervision

Education Requirements

Graduation (in any stream) or diploma with a minimum of 15 years of education.

Work Experience Requirements

Minimum 3 years work experience in customer service, with at least 1 year of supervisory experience and people management. Experience in UK P&C Insurance will be preferred.

Required profile