Job Description

:Primary Responsibility

• Process SLA management
• People management
• Client management

Performance Parameters

• Process performance as per agreed SLAs
• Attrition and ESAT
• Staffing delivery as per Process targets
• Process improvement and AIM
• Any other KPIs decided by the business

Role/ ResponsibilitiesEmployee Related:

• Manage teams and ensure that individual / team / process targets are met
• Provide feedback to associates and prepare development plans for them
• Motivate team members and demonstrate positive retention of talent
• Assist new hires in shortening their learning curve

Operational Delivery:

• Ensure optimum staffing as required for meeting KPIs / SLAs / process metrics
• Facilitate the achievement of desired KPIs as per contract
• Maintain operational data (attendance, performance data, etc) and ensure that there are no open items on these deliverables
• Manage work allocation as per TAT and highlight any peaks / dips in volumes, performance, etc to stakeholders
• Ensure accurate and timely reporting

Client Related:

• Devise, drive and deliver value adding projects / initiatives to the business
• Facilitate corrective and preventive action to address any gaps / leakages / issues or concerns raised by the business
• Maintain seamless flow of communication with all key stakeholders
• Maintain required documentation and audit trails for compliance requirements
• Run spot audits for adherence with the above
• Work as P&C domain expert for clients and business

Employer Related:

• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Ensure timely reporting of data (P4P, LWP, etc)
• Collect and provide data required for audit requirements

Competencies & Skills

• Knowledge of the function, process and systems
• High level of computer proficiency and excellent MIS skills
• Ability to coach and give feedback on an ongoing basis
• Clear written and verbal communication
• High level of Customer Service and Quality Orientation
• Understanding of operational metrics
• Strong Communication and Motivational Skills
• Ability to lead in a continually challenging environment
• Effectively plan, prioritize and execute everyday floor operations
• Experience in P&C UW, endorsement, Bookroll, Premium Accounting will be an added advantage

EXL Service