Job Description

:Position Title, Responsibility Level: Executive/Senior ExecutiveFunction:OperationsReports to -Assistant Manager/Lead Assistant ManagerPermanent/ Temporary: PermanentSpan of Control -NoneLocation:C - 15, NoidaBasic FunctionThis position is accountable for indexing the casesWork is performed under general supervision according to established guidelines. This individual promotes capabilities from a customer perspective, aligning needs with the target offering by creating a customer self-service enabled platform for core customers. .Essential Functions

• Responsible for reviewing and analyzing discrepancies by cross-verifying from different data sources
• Meets individual goals while assisting team to meet team goals
• Operates with urgency in a real time service environment
• Contributes to the development of new tools and process mapping that supports new offerings and updates/improves current tools, actively seeks opportunities to implement changes which improve accuracy, timeliness, productivity and customer satisfaction
• Defines, communicates and manages workflow and data coordination to support various implementation related reports (i.e., reporting, inventory, capacity reporting, and ad-hoc reports as needed by management)
• May perform other duties as assigned

Performance parameters

• Productivity
• Quality
• Turn Around Time of work assigned
• Attendance & Schedule Adherence

Primary Internal Interactions:

• SME/AM/LAM/Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking support
• AM/LAM for the purpose of settling issues left unresolved by the SME and monthly evaluation of performance
• SME for the purpose of handling process related issues; queries and escalated transactions
• QCA for the purpose of associate performance feedback and audit in order to update the training curriculum
• Mentors for the purpose of seeking clarifications and answering queries real time

Organizational RelationshipsReports To: Assistant Manager/Lead Assistant ManagerSkillsDesirable Skills

• Ability to respond to all inquiries within a timely mannerStrong interpersonal and communication skills - both verbal and written
• Adaptability/Ability to interpret variable input details
• Critical thinking and decision making
• Strong analytical, Reasoning, and Problem solving skills

Technical Skills

• Good computer navigation skills
• Typing speed of 25 Words per Minute with 90% Accuracy

Process Specific Skills

• Candidate should preferably have knowledge of US Insurance
• Ability to navigate multiple systems and applications
• Ability to produce high quality in production in environment.
• Ability to troubleshoot, identify user errors vs. system mapping errors (enrollment dates, method, system logic)

Soft skills

• Ability to work independently
• Ability to understand and question established process guidelines for possible process improvements
• Ability to pay great attention to detail - especially during processing of transactions
• Possess keen sense of acquiring knowledge
• Adaptable and flexible to work in night shifts

Education Requirements and Work Experience:

• Bachelors degree and Computer literacy
• Candidates with relevant business experience will be preferred

Annexure:Acknowledgement (acknowledge that the information contained in this document is factual and complete)Candidate Supervisor Date

EXL Service