Assistant Manager

10 hours ago


Pune, Maharashtra, India Expert Staffing Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Job Description   Position Title, Responsibility Level Assistant Manager, Operations Function Insurance Reports to Manager/LAM, Operations Permanent/ Temporary Permanent Span of Control 1:13 Location: Pune/Noida   Roles and Responsibilities · Performance management · Talent retention · Meet process metrics/SLAs · Managing shrinkage and financial leakage effectively · Planning daily/monthly staffing · Provide coaching and feedback to team members for their learning and growth · Process improvement and innovation · Stakeholder management including client and EXL leadership · Handle and resolve customer escalations/calls · Ensure compliance with internal policies and procedures, external regulations and information security standards · Prepare and analyse various MIS reports   Primary Internal Interactions · Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance · Quality team for quality performance, feedback and audits for the process · Training team for any training/refresher requirements · Subject Matter Expert for the purpose of handling process related issues; queries and escalated transactions   · MI/BSS team for various reports   Primary External Interactions · Stakeholders at the client end to share performance reports and address any issues and queries   Skills Ø Good verbal and written English with minimum CEF score of C1-13 Ø Good computer navigation skills Ø Open to work in a 24 x 7 shift window Ø Typing speed of 25 words per minute with 90% Accuracy Ø Knowledge of Microsoft Office and MS Outlook Ø Understanding of P&C insurance Ø Strong people management & leadership skills Ø Good Analytical, decision making & problem solving skills Ø Coaching and Feedback skills Ø Spirit of collaboration and team work Ø Excellent comprehension and analytical skills Ø Customer service orientation Ø Quality orientation Ø Competent in documentation and conformance with policies/compliances, including audit requirements Ø Ability to work independently/with minimum supervision  
    Education Requirements Graduation (in any stream) or diploma with a minimum of 15 years of education.     Work Experience Requirements Minimum 3 years work experience in customer service, with at least 1 year of supervisory experience and people management. Experience in UK P&C Insurance will be preferred.

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