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EXL Service

1177-AssistantManager

EXL Service
Pasay, Metro Manila, Philippines; PH Pasay C43Posted 19 months ago
Hybridhybrid

Job Description

Drive overall performance and manage the process. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.
Process performance – as per agreed KPI’s.
  • Attrition - as per agreed KPI’s.
  • Quality and productivity Improvement - as per agreed KPI’s.
  • Customer Satisfaction - as per agreed KPI’s.
  • Level of subject matter expertise - as per agreed KPI’s.
 Any other essential function that may occur from time to time as directed by the Operations Manager
  • Performance parameters
  • Process performance – as per agreed KPIs (60%)
  • Quality and productivity Improvement (20%)
  • Level of subject matter expertise. (20%)
 Role/ Responsibilities:
  • Manage the process 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.
  • Handle escalations.
  • 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.


 

Skills Requirement

Competencies & Skills

  • Knowledge of the function, process and systems.
  • High level of computer proficiency.
  • Coaching and Feedback ability.
  • Clear written and verbal communication

CEF Requirement B2-8 or higher

 

 

Values & Behavior

  • Customer Service Orientation.
  • Quality Orientation.
  • Empathy for effective on the job coaching and feedback.

 

Product/Process Specific

  • Business Insurance
  • Process/Product/System specific
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.


EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

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About EXL Service
1177-AssistantManager at EXL Service | Renata