Assistant Manager-Back-End/ Non Voice

2 weeks ago

Noida, Uttar Pradesh, India EXL Full time ₹ 6,00,000 - ₹ 18,00,000 per year
Description
  • Manage and motivate a team of associates handling email communication and case updates
  • Allocate work, monitor performance, and coach team members to meet operational KPIs
  • Conduct regular performance reviews and provide training for skill and knowledge enhancement
  • Foster a culture of accountability, customer service, and continuous improvement
  • Handle escalations
  • Collaborate with cross-functional teams
  • Participate in client governance calls, provide updates, discuss workflow challenges, and propose solutions
  • Ensure compliance with internal policies and procedures
Responsibilities
  • Manage and motivate a team of associates handling email communication and case updates
  • Allocate work, monitor performance, and coach team members to meet operational KPIs
  • Conduct regular performance reviews and provide training for skill and knowledge enhancement
  • Foster a culture of accountability, customer service, and continuous improvement
  • Handle escalations
Qualifications
  • Strong understanding of Life Insurance products and new business life cycle
  • Expertise in email case intake management and workflow distribution tools
  • Proficient in MS Office (Excel, Outlook, PowerPoint)
  • Responsible for meeting close deadlines with high accuracy and minimal rework 
  • Effectively balance quality, timeliness, TAT and productivity standards of the team
  • Strong problem-solving, prioritization, and multitasking capabilities
  • Excellent email communication and stakeholder handling skills
  • Analytical mindset with strong quality and process orientation

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