Graduation or diploma with at least 15 years of education.
Minimum 3 years of customer service experience, including 1 year in a supervisory role.
Knowledge of P&C insurance is preferred.
Strong leadership, communication, and analytical skills.
Requirements:
Manage team performance and talent retention.
Ensure process metrics and SLAs are met.
Handle stakeholder management and customer escalations.
Support process improvement and compliance activities.
Job description
Job Description
Position Title, Responsibility Level
Assistant Manager, Operations
Function
Insurance
Reports to
ManagerLAM, Operations
Permanent Temporary
Permanent
Span of Control
1:13
Location:
PuneNoida
Roles and Responsibilities
· Performance management
· Talent retention
· Meet process metricsSLAs
· Managing shrinkage and financial leakage effectively
· Planning dailymonthly staffing
· Provide coaching and feedback to team members for their learning and growth
· Process improvement and innovation
· Stakeholder management including client and EXL leadership
· Handle and resolve customer escalationscalls
· Ensure compliance with internal policies and procedures, external regulations and information security standards
· Prepare and analyse various MIS reports
Primary Internal Interactions
· Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
· Quality team for quality performance, feedback and audits for the process
· Training team for any trainingrefresher requirements
· Subject Matter Expert for the purpose of handling process related issues; queries and escalated transactions
· MIBSS team for various reports
Primary External Interactions
· Stakeholders at the client end to share performance reports and address any issues and queries
Skills
Ø Good verbal and written English with minimum CEF score of C113
Ø Good computer navigation skills
Ø Open to work in a 24 x 7 shift window
Ø Typing speed of 25 words per minute with 90% Accuracy
Ø Knowledge of Microsoft Office and MS Outlook
Ø Understanding of P&C insurance
Ø Strong people management & leadership skills
Ø Good Analytical, decision making & problem solving skills
Ø Coaching and Feedback skills
Ø Spirit of collaboration and team work
Ø Excellent comprehension and analytical skills
Ø Customer service orientation
Ø Quality orientation
Ø Competent in documentation and conformance with policiescompliances, including audit requirements
Ø Ability to work independentlywith minimum supervision
Education Requirements
Graduation (in any stream) or diploma with a minimum of 15 years of education.
Work Experience Requirements
Minimum 3 years work experience in customer service, with at least 1 year of supervisory experience and people management. Experience in UK P&C Insurance will be preferred.
