Job Description

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Performance Parameters

(Measurable)

• Employee Satisfaction, people development and morale. (15%)
• Attrition within target levels. (20%)
• Improvement in quality and productivity. (30%)
• Process performance \xe2\x80\x93 as per KPIs over the month. (10%)
• Customer Management (25%)

Role/ Responsibilities

• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
• Documented monthly performance review of Managers and Senior Managers.
• Execute quarterly and annual appraisals team members and consequent development of processes effectively. Provide approval of appraisal of the team members on evaluation of metrics performance and of non-metrics based parameters. Mentor Managers/Senior Managers.
• Drive process improvement activity on the floor using process excellence methodology. Identify areas for improvement, scope projects and involve relevant others.
• Stay in touch with the Client on monthly and quarterly basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies & Skills

Values & Behaviour

: * Strong people management and leadership skills.

• Capability to conduct an appraisal discussion and assess different levels of performance and potential.
• Capability to communicate with large teams.
• Process Excellence Methodology.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good networking capability and Client facing skills.

• Customer Service orientation.
• Quality Orientation.
• People oriented.

EXL Service