Manage 20 to 25 member team and ensure quality and productivity targets are met
Preferred knowledge of the UK insurance industry
Manage client escalations and prepare mitigation plan
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame
Provide inputs on process and system to the team members.
Client Interaction, where required at the level of Supervisors
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Collect and provide data required for various audits like ISO/COPC etc.
Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
Effectively manage queue and balancing of work load
Regular One-to-ones with the associates and provide constructive feedback
Initiate performance improvement plan for the BQ performers as per the company policy

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EXL

Business Process Management / Analytics

New York

20,000+ Employees

1521 Jobs

Key People

Rohit Kapoor

Vice Chairman & CEO
Jasvinder Singh

President
Vikas Bhalla

Chief Financial Officer
Lanny Cohen

Chief Operating Officer
Ravi Kumar

Senior Vice President

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