Essential Functions

- Manage day-to-day operations to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), quality standards, and productivity targets.
- Monitor team performance, identify operational gaps, and implement action plans to improve efficiency, quality, and customer satisfaction.
- Lead, coach, and develop supervisors and associates to drive performance, accountability, and employee engagement.
- Ensure compliance with client requirements, company policies, information security standards, and regulatory guidelines.
- Handle operational escalations, client concerns, and service delivery issues, ensuring timely and effective resolution.
- Support workforce planning, scheduling, and resource allocation to meet operational demands and business requirements.
- Prepare and analyze operational reports, providing recommendations to improve business performance and achieve organizational goals.
- Collaborate with internal support groups such as Quality, Training, Workforce Management, HR, and other stakeholders to drive continuous improvement initiatives.
- Build and maintain strong relationships with clients and internal stakeholders to ensure alignment with business objectives and service expectations.
- Foster a culture of teamwork, accountability, continuous improvement, and employee development across the operation.

Performance parameters

- Manage day-to-day operations to ensure achievement of service delivery targets, productivity goals, quality standards, and client expectations.
- Monitor and analyze key performance indicators (KPIs), identify performance gaps,



and implement action plans to drive operational improvements.
- Communicate business objectives, client requirements, and performance expectations to supervisors and associates to ensure alignment and accountability.
- Provide coaching, feedback, and development opportunities to supervisors and team members to strengthen performance and leadership capability.
- Monitor team performance and operational effectiveness, ensuring timely intervention and support to achieve business goals.
- Support the implementation of production standards, operational processes, and continuous improvement initiatives.
- Coordinate workforce planning, scheduling, and staffing requirements to ensure adequate coverage and operational efficiency.
- Collaborate with internal stakeholders and support teams to address operational challenges and improve service delivery.
- Ensure adherence to operational procedures, quality standards, client requirements, and organizational policies.
- Identify high-performing employees and support recognition, development, and succession planning initiatives.
- Foster a culture of accountability, engagement, teamwork, and continuous improvement through regular coaching and performance discussions.
- Support employee engagement and retention initiatives that contribute to a positive and productive work setting.
- Handle operational escalations and client concerns, ensuring timely and effective resolution.
- Ensure compliance with regulatory requirements, information security standards, and company policies.
- Build and maintain effective relationships with clients and internal stakeholders to support business objectives and operational success.

📌 Assistant Manager for Kochi (Humana Ramp)
🏢 EXL
📍 Kochi