Executives

Position

Function, Responsibility Level

Reports to

Span of Control

Location

Permanent/ Temporary

Permanent

Essential Functions

• Ensure that the process transactions are processed as per Desktop procedures
• Ensure that the assigned targets are met in accordance with SLA and Internal standards
• Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence
• Ensure adherence to established attendance schedules
• Managing calendars and e-mails
  

Performance parameters

• Productivity
• Quality / Accuracy
• Attendance
• Schedule Adherence
  

Primary Internal Interactions

• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
• CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required
• Subject Matter Expert for the purpose of work thread related issues and escalated transactions
• QCA for the purpose of feedback and audit
• Trainers for the purpose of Pre-process and Process training
  

Primary External Interactions

• Escalation teams at the client end for the purpose of seeking clarifications & answering queries
• SME / Trainers at the client end for training
  

Organizational Relationships

Reports To:

Supervises :

Skills

Technical Skills

• Good Computer navigation skills
• Good keyboarding speed
• MS Office proficiency
  

Process Specific Skills

• Knowledge about the US Workers’ Comp. Insurance industry
• Knowledge about US Culture
  

Soft Skills (Minimum)

• Good written skills
• Customer Service Focus
• Team work/ Managing Self / Adaptability
• Data gathering ability/ Eye for detail
  

Soft Skills (Desired)

• Self disciplined and result oriented
• Ability to multi task
  

Education Requirements

Work Experience Requirements