Assistant Manager EXL/AM/1025415

3 weeks ago


Noida, India exl Full time

Job Description

Key Requirements:

Business graduate with minimum 1 year of team leading experience Provide coaching and feedback to team members to enable them to improve their performance.  Assist new hires such that they are productive on the floor in the shortest possible time frame. Handle escalations. Provide inputs on process and system to the team members. Client Interaction, where required at the level of Supervisors.  Ensure compliance with internal policies and procedures, external regulations and information security standards. Fair understanding of usage of pricing agreements/contracts Fair understanding of invoice processing and supporting document review Eye for detail Ability to root cause and diagnose the problem. Solution oriented personality

Performance Parameters

Process performance – as per agreed KPIs  Quality and productivity Improvement  Level of subject matter expertise. 

Role/ Responsibilities

Provide coaching and feedback to team members to enable them to improve their performance.  Assist new hires such that they are productive on the floor in the shortest possible time frame. Handle escalations. Provide inputs on process and system to the team members. Client Interaction, where required at the level of Supervisors.  Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies & Skills

Values & Behavior

:

Knowledge of the function, process and systems. High level of computer proficiency. Coaching and Feedback ability. Clear written and verbal communication. Quality Orientation. Empathy for effective on the job coaching and feedback.

Process Specific

Systems Knowledge: Web based applications. Call Handling Skills Skills: Opening, Closing, Bridging, Negotiation. Travel/Transport experience 

Competency Factors

S.NO.

Competency Factor

1

Leadership:  Role Modeling, Team Building, Inspiration to subordinates, responsibility for outcomes, deals with multiple issues, innovative thinker, and displays confidence.

2

Initiative, Judgment, Drive and Innovation:  The ability & Interest to suggest and develop new ideas, Enthusiastic to overcome hurdles,.

3

Analytical, Decision Making and Convincing ability:  Strategic Vision, Adaptability, Business understanding, Logical thinking, evaluating and gathering information scientifically, ability to persuade and convince Internal and External customers using reasoning and logic. 

4

Management Style:  Motivator, Consultive approach, delegating tasks without losing accountability. 



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