Senior Manager
EXL
Date: 1 week ago
City: Pune, Maharashtra
Contract type: Full time
Job Description – Sr. Manager, Operations
Position Title
Manager Function, Responsibility Level Operations, Manager Reports to Sr. Manager/AVP
Manager Name
Complexity Level Location –Noida Permanent/ Temporary Permanent
Basic Function
People Management, Process Management and Client Interaction
Performance Parameters
Enclosures
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
Position Title
Manager Function, Responsibility Level Operations, Manager Reports to Sr. Manager/AVP
Manager Name
Complexity Level Location –Noida Permanent/ Temporary Permanent
Basic Function
People Management, Process Management and Client Interaction
Performance Parameters
- Improved Gross Margins
- Employee Satisfaction, people development and morale.
- Building people capability
- Attrition within target levels.
- Improvement in quality and productivity.
- Process performance – as per KPIs over the month.
- Customer Satisfaction.
- 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/half yearly performance review of Assistant Managers.
- Execute quarterly and annual appraisals of Assistant Managers and consequent development of 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.
- 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.
- Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
- Good networking capability and Client facing skills.
- Strong knowledge of US Property and Casualty Insurance is a mandate. Experience in Claims domain will be preferred
- Experience of transitioning/managing Claim processes in the past/current profile will be an added advantage
- Customer Service orientation.
- Quality Orientation.
- People oriented.
- Graduation (in any stream) or diploma with a minimum of 15 years of education.
- Green Belt certification/Knowledge of quality tools and systems (preferred)
- Overall, 5 years+ of work experience in operation Management. Candidates should supervisory experience,
Enclosures
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Risk Analyst, Regulatory and Customer Assurance (India)-R-211366
Mastercard,
Pune, Maharashtra
1 day ago
Our PurposeMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services...
Procurement Coordinator - Level II
Cummins India,
Pune, Maharashtra
2 days ago
DescriptionGPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)Job SummaryUnder indirect supervision, updates Procurement systems and co-ordinates approval and control of Procurement activities. Provides support to sourcing and finance teams globally.Key ResponsibilitiesProactively contacts suppliers to maintain pertinent data, obtain needed documentation, and enable suppliers in procurement systems. Document closure and complete recording activities for various contracts and other supplier documentation. Prepare documentation for sourcing events....
ECAD Administrator
Copeland,
Pune, Maharashtra
4 days ago
About UsWe are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology...
