4080938-Manager

Provides technical and administrative leadership to assigned process within area of responsibility, while performing a variety of administrative and operational duties for functional area. Responsible for supporting and delivering compliance with Operations Best Practices, internal controls and/or complex administrative procedures. Performance parameters 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 Supervisor Role/Responsibility Manage teams and ensure quality and productivity targets are met Motivate team members and control attrition Manage clients and ensure proactive communications 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/complaints. Provide inputs on process and system to the team members. Ensure compliance with internal policies and procedures, external regulations and information security standards. Collect and provide data required for various audits like ISO/SAS etc. Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy Effectively manage queue and balancing of work loadsEXL 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.