Job Description

- Would be responsible to meet client SLA\'s i.e., Productivity, Quality and TAT

- 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 Agents and Assistant Managers

- Executive quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics-based parameters. Mentor Agents and TL

- Drive reward and recognition activity on the floor. Get participation and create enthusiasm.

- Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the processes

- Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.

- Stay in touch with the Client at the Process Owner level on a daily basis to review progress.

- Ensure compliance with internal policies and procedures, external regulations and information security standards

- Manage and increase the effectiveness and efficiency of the processes assigned

- Improve the quality of the process to achieve above client expected standards handle escalations

- Manage Project revenues, manpower and profitability for processes and take necessary actions to meet required targets

- Play a significant role in long-term planning, including an initiative geared toward operational excellence.

- Continue to build additional knowledge and understanding of the client\'s business

- Responsible for meeting close task deadlines with high accuracy and minimal rework

Performance Parameters :

- Employee Satisfaction, people development and morale

- Attrition within target levels

- Improvement in quality and productivity

- Process performance - as per KPIs over the month

- Client Satisfaction

Primary Internal Interactions :

- Client and other stake holders

- Internal Management Team

- Internal Support functions

Education Requirements / Work Experience / Skill Set :

- Minimum 4-5 years of experience in US Insurance domain and team management.

- Should have knowledge / understanding of Life and Annuity Insurance

- Excellent people manager, open to direction with positive collaborative work style & commitment to get the job done

- Must be able to effectively communicate with client through conference calls and e-mails

- 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

- Maintain good rapport with customer and have regular communication with them

- Interpersonal, Analytical and Logical Reasoning

Value & Behavior :

- Customer Service Orientation

- Quality Orientation

- Attention to detail

- Leadership traits and behavior

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