Assistant Manager Cape Town - Cape Town Region
EXL
JOB DESCRIPTION Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and accuracy and quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable QUALIFICATIONS Should have thorough knowledge of end-to-end Service transaction processing • Deal with people in a manner which shows sensitivity, tact, and professionalism • Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally • Ability to work in a continually challenging environment • Understanding of end-to-end processes and appreciation of critical parameters • Knowledge of MS Office - Excel, PowerPoint, Word • Good communication skills • Self-initiated and zeal for continuous improvement • People management skills • Ability to coordinate and liaison with clients, various support functions/departments in India to facilitate service delivery • Ability to work independently with minimal supervision Minimum 6 months tenure as a A2 in EXL • Minimum appraisal rating of at least one 4 rating within the past 12 months • Candidates should not have been placed on a PIP / Smart Plan / Coaching Contract in the last 3 months • No Written Warnings in the last 6 months • Must have Insurance Experience Competencies RESPONSIBILITIES • Mentoring the team over various processing transactions • Monitoring of transactions as per process guidelines • Provide answer to Technical Queries and assist the team via the necessary tools • Participating in team huddles and providing event-based and frequency-based feedback • Assist Handling and Good at problem solving • Full time productivity as and when required • Perform Daily/Weekly QI reviews if required • Co-ordinate all process improvement initiatives • Absence and timekeeping and behavioral management of reportees JOB DESCRIPTION Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and accuracy and quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable QUALIFICATIONS Should have thorough knowledge of end-to-end Service transaction processing • Deal with people in a manner which shows sensitivity, tact, and professionalism • Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally • Ability to work in a continually challenging environment • Understanding of end-to-end processes and appreciation of critical parameters • Knowledge of MS Office - Excel, PowerPoint, Word • Good communication skills • Self-initiated and zeal for continuous improvement • People management skills • Ability to coordinate and liaison with clients, various support functions/departments in India to facilitate service delivery • Ability to work independently with minimal supervision Minimum 6 months tenure as a A2 in EXL • Minimum appraisal rating of at least one 4 rating within the past 12 months • Candidates should not have been placed on a PIP / Smart Plan / Coaching Contract in the last 3 months • No Written Warnings in the last 6 months • Must have Insurance Experience Competencies RESPONSIBILITIES • Mentoring the team over various processing transactions • Monitoring of transactions as per process guidelines • Provide answer to Technical Queries and assist the team via the necessary tools • Participating in team huddles and providing event-based and frequency-based feedback • Assist Handling and Good at problem solving • Full time productivity as and when required • Perform Daily/Weekly QI reviews if required • Co-ordinate all process improvement initiatives • Absence and timekeeping and behavioral management of reportees
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