Job Description

:Primary Responsibility\xc2\xb7 People Management,\xc2\xb7 Process Improvement\xc2\xb7 Client ManagementPerformance Parameters(Measurable)\xc2\xb7 Employee Satisfaction\xc2\xb7 Attrition within target levels\xc2\xb7 Improvement in quality and productivity\xc2\xb7 Process targets and SLAs\xc2\xb7 Revenue deliveryRole/ Responsibilities\xc2\xb7 Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.\xc2\xb7 Documented monthly performance review of Agents and Assistant Managers.\xc2\xb7 Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and AM.\xc2\xb7 Drive reward and recognition activity on the floor. Get participation and create enthusiasm.\xc2\xb7 Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.\xc2\xb7 Stay in touch with the Client at the Process Owner level on a daily basis to review progress.\xc2\xb7 Ensure compliance with internal policies and procedures, external regulations and information security standards\xc2\xb7 Work with clients and process as domain expert of P&C insurance\xc2\xb7 Manage business review with clients and internal stakeholderCompetencies & Skills

• Strong people management and leadership skills.
• Capability to conduct an appraisal discussion and assess different levels of performance and potential.
• Capability to communicate with large teams.
• Process Excellence Methodology.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good networking capability and Client facing skills
• Experience in P&C UW, Endorsement, Book Rolls, Premium Account will be highly preferred

EXL Service