Senior Manager EXL/SM/1041786

3 weeks ago


noida, India exl Full time

Job Description

Role – Senior Manager

Department: Operations 

Span of Control: 5-6 people. (Except low end simple processes)

Reports to: AVP 

Positions reporting into this role: AM/LAM

Responsibility Level: Senior Manager

Primary Responsibility

People Management & Process Improvement.

Performance Parameters

(Measurable)

· Employee Satisfaction, people development and morale.

· Attrition within target levels.

· Improvement in quality and productivity.

· Process performance – as per KPIs over the month..

· Customer Satisfaction.

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 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 process.

· 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.

Competencies & Skills

Values & Behavior

:

Should posses good understanding of Claims process – Claims adjudication, risks, fraud identifications 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. Should understand US insurance.  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.

· Innovative, Collaborative, Respectful, Integral, Pursuing for Excellence



  • Noida, Uttar Pradesh, India exl Full time

    Job Description Role – Senior Manager Department: Operations Span of Control: 5-6 people. (Except low end simple processes) Reports to: AVP Positions reporting into this role: AM/LAM Responsibility Level: Senior Manager Primary Responsibility People Management & Process Improvement. Performance Parameters (Measurable) ·...


  • Noida, India exl Full time

    Job Description Role – Senior Manager Department: Operations  Span of Control: 5-6 people. (Except low end simple processes) Reports to: AVP  Positions reporting into this role: AM/LAM Responsibility Level: Senior Manager Primary Responsibility People Management & Process Improvement. Performance Parameters (Measurable)...


  • Noida, Uttar Pradesh, India exl Full time

    Job Description Band C2/D1 level resource for EXL Digital team to be based out of NCR and Bangalore. Beyond the foundational skills in problem-solving, Python coding, and the ability to navigate through challenges, this role requires expertise in deploying models into production Leadership skills are important, as the Senior Data Scientist will...


  • noida, India exl Full time

    Job Description Band C2/D1 level resource for EXL Digital team to be based out of NCR and Bangalore. Beyond the foundational skills in problem-solving, Python coding, and the ability to navigate through challenges, this role requires expertise in deploying models into production Leadership skills are important, as the Senior Data Scientist will...


  • Noida, India exl Full time

    Job Description Candidate be experienced in managing collections, Cash application, Accounts receivable Should have good knowledge of Order to Cash Should be able to lead larger teams Should be able to manage client deliverables and SLAs Should represent EXL on Governance calls Should be able to manage escalations


  • noida, India exl Full time

    Job Description Candidate be experienced in managing collections, Cash application, Accounts receivable Should have good knowledge of Order to Cash Should be able to lead larger teams Should be able to manage client deliverables and SLAs Should represent EXL on Governance calls Should be able to manage escalations


  • noida, India exl Full time

    Job Description Position: Ideas and Operational Associate at EXL Ventures Lab Role Overview: Join our team as an Ideas and Operational Associate where you'll play a key role in driving the EXL business model forward. This position involves sourcing innovative ideas, supporting operational needs, and nurturing our growing ecosystem within...


  • Noida, India exl Full time

    Job Description Position: Ideas and Operational Associate at EXL Ventures Lab Role Overview: Join our team as an Ideas and Operational Associate where you'll play a key role in driving the EXL business model forward. This position involves sourcing innovative ideas, supporting operational needs, and nurturing our growing ecosystem within the...


  • Noida, Uttar Pradesh, India exl Full time

    Job Description Position: Ideas and Operational Associate at EXL Ventures Lab Role Overview: Join our team as an Ideas and Operational Associate where you'll play a key role in driving the EXL business model forward. This position involves sourcing innovative ideas, supporting operational needs, and nurturing our growing ecosystem within the...


  • Noida, Uttar Pradesh, India exl Full time

    Job Description Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting Support in development of process improvement...


  • Noida, India exl Full time

    Job Description Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting Support in development of process improvement...


  • noida, India exl Full time

    Job Description Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting Support in development of process...


  • Noida, Uttar Pradesh, India exl Full time

    Job Description Position Title, Responsibility Level SM FP&A Function FP&A Reports to AVP Permanent/ Temporary Permanent Span of Control Location Noida center 3 Accountabilities: Preparation of Annual budgets, Revenue and P&L forecasting and actual/management reporting for the company Drive management...


  • Noida, India exl Full time

    Job Description Position Title, Responsibility Level SM FP&A Function FP&A Reports to  AVP Permanent/ Temporary Permanent Span of Control Location  Noida center 3 Accountabilities: Preparation of Annual budgets, Revenue and P&L forecasting and actual/management reporting for the company Drive management...


  • Noida, India exl Full time

    Job Description Position Title, Responsibility Level SM FP&A Function FP&A Reports to  AVP Permanent/ Temporary Permanent Span of Control Location  Noida center 3 Accountabilities: Preparation of Annual budgets, Revenue and P&L forecasting and actual/management reporting for the company Drive management...


  • noida, India exl Full time

    Job Description Position Title, Responsibility Level SM FP&A Function FP&A Reports to  AVP Permanent/ Temporary Permanent Span of Control Location  Noida center 3 Accountabilities: Preparation of Annual budgets, Revenue and P&L forecasting and actual/management reporting...


  • noida, India exl Full time

    Job Description Position Title, Responsibility Level SM FP&A Function FP&A Reports to  AVP Permanent/ Temporary Permanent Span of Control Location  Noida center 3 Accountabilities: Preparation of Annual budgets, Revenue and P&L forecasting and actual/management reporting...


  • Noida, Uttar Pradesh, India exl Full time

    Job Description Position Title, Responsibility Level Quality Excellence Sr. Manager Function Quality Excellence Reports to AVP – Quality Excellence Permanent/ Temporary Permanent Span of Control 15-20 QCAs / => 4 AMs or Lead AMs Location All applicable EXL Service Delivery Centers Basic Function The QC Manager...


  • Noida, India exl Full time

    Job Description Position Title, Responsibility Level Quality Excellence Sr. Manager Function Quality Excellence Reports to  AVP – Quality Excellence Permanent/ Temporary Permanent Span of Control 15-20 QCAs / => 4 AMs or Lead AMs Location  All applicable EXL Service Delivery Centers Basic Function The QC Manager...


  • noida, India exl Full time

    Job Description Position Title, Responsibility Level Quality Excellence Sr. Manager Function Quality Excellence Reports to  AVP – Quality Excellence Permanent/ Temporary Permanent Span of Control 15-20 QCAs / => 4 AMs or Lead AMs Location  All applicable EXL Service Delivery Centers ...