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Operations Manager

2 months ago

Noida Sector, India EXL Full time
Would be responsible to meet client SLA's i.E., Productivity, Quality and TATDevelop 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 themDocumented monthly performance review of Agents and Assistant ManagersExecutive 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 TLDrive 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 processesReview 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 standardsManage and increase the effectiveness and efficiency of the processes assignedImprove the quality of the process to achieve above client expected standards handle escalationsManage Project revenues, manpower and profitability for processes and take necessary actions to meet required targetsPlay 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 businessResponsible for meeting close task deadlines with high accuracy and minimal rework Performance Parameters: Employee Satisfaction, people development and moraleAttrition within target levelsImprovement in quality and productivityProcess performance – as per KPIs over the monthClient Satisfaction Primary Internal Interactions: Client and other stake holdersInternal Management TeamInternal Support functions

Education Requirements / Work Experience / Skill Set: Graduate with 10 +Yrs. Experience, 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 doneMust be able to effectively communicate with client through conference calls and e-mailsCapability to conduct an appraisal discussion and assess different levels of performance and potential.Capability to communicate with large teams.Process Excellence MethodologyAppreciation of the domain needs of the process and its key driversReasonable level of business perspective regarding the internal functioning of BPO/EXLGood networking capability and Client facing skillsMaintain good rapport with customer and have regular communication with themInterpersonal, Analytical and Logical Reasoning Value & Behavior: Customer Service OrientationQuality OrientationAttention to detailLeadership traits and behavior