4400294-Assistant Manager

POSITION: Assistant Manager ('Band B1') PROCESS: Confidential DEPARTMENT: Confidential NUMBER OF POSITIONS: 1 LOCATION: Pune CRITERIA: Voice Experience mandatory ROLES & RESPONSIBLITIES: ? Manage the Calls ,Chats and Email operations with the desired efficiency and effectiveness ? Ensure relevant processes are followed on the operational floor ? Manage day-to-day planning, thus ensuring that the teams consistently deliver the agreed SLAs ? Liaise with Business Planning & MI team where required for resource planning and optimum utilization; ? Manage and optimize workflows (pipeline and individual work queues) ? Participate in regular calls with the client to understand expectations, seek feedback to resolve escalations and improve process performance; ? Identify, facilitate and implement process improvement initiatives to improve efficiency and Quality; ? Execute any relevant business transformation activities within the team; ? Coordinate with the Training manager and L&D team to conduct Training needs analysis and improve team competency and skills; ? Report on team performance, customer/client feedback and all daily operational activities; ? Liaise, coordinate and manage relationships with other departments and onshore teams; ? Monitor and manage leaves, attendance, breaks, attrition and other metrics for the team; ? Co-ordinate with internal support functions to help resolve issues for the team; ? Participate in the recruitment process of new advisors; ? Implement the rewards and recognition program to motivate the team to perform better; ? Conduct regular performance appraisals and feedback sessions for Advisors and Process Leaders KEY RESULT AREA: Service delivery by the team within the agreed SLA frameworks Ensure adherence to Standard Operating Principles Team attrition and other metrics to meet/exceed targets On-time and accurate reporting and sharing of process health Execution of business transformation activities within the team Process improvements, new business projects and other initiativesEXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.