Job Description: Maintain and improve as per SLAs /KPIs over the month (Focused towards Voice/Blended processes)

Employee Satisfaction people development and morale

Maintain Attrition within target levels

Improvement in quality and productivity

Customer Satisfaction

Compliance to policies

Share updates with client/customer on a regular basis provide RCA and action plan anticipate customer issues and identify communicate proactively

Reporting and MIS

Flexible to work in rotating / flexible 24*7 shifts to cover extended hours of operational requirements

Project Management

Conduct interviews for recent hire and assist in the hiring process

Responsibilities: Monitor process performance reporting focus on improving quality of Agents/team

Develop plan for reducing attrition and improving employee within the team 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 performance review of Agents and Assistant Managers(Where assigned)





Executive half yearly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively

Drive reward and recognition activity for the team. Get participation and create enthusiasm

Drive process improvement 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

Ensure compliance with internal policies and procedures external regulations and information security standards

Ability to make sound judgments based on available information.

Integrate procedural changes into daily routine

Valuable written communication skills

Excellent comprehension and analytical skills

Strong data entry skills and attention to detail

Experience in using email and Web enabled applications

Participate in RFI/RFP proposals for recent clients expansions client visits and demonstrate EXL values during such sessions

Qualifications: 3 to 6 Years of experience in P&C; commercial Lines insurance in Rating and Underwriting functions.

📌 Assistant Manager Pune
🏢 EXL Service
📍 Pune