Basic Function: Responsible for processing standard and moderately complex Life
/ Annuity transactions, supporting peers with process clarifications, and
helping maintain consistent quality and productivity outcomes.

ESSENTIAL FUNCTIONS

• Perform all A1 accountabilities for standard and complex transactions with
higher independence.

• Support associates with real-time process clarifications and help reinforce
SOP usage.

• Identify recurring processing errors, knowledge gaps or documentation issues
and share inputs with SME / AM.

• Assist in maintaining process consistency by applying best practices across
similar transaction types.

• Contribute to training refreshers, huddles, sample reviews and
knowledge-sharing activities as required.

• Support recent hires or cross-trained associates during nesting / ramp-up where
assigned.

• Escalate unresolved operational, system or customer-impacting issues with
sufficient details.

• Demonstrate readiness for SME responsibilities through strong quality,
accuracy and process judgment.

PERFORMANCE PARAMETERS

Core Parameters





Role-Specific Indicators

• Productivity
• Quality
• Turnaround Time of work assigned
• Attendance & Schedule Adherence

• Peer support effectiveness
• Complex case handling / first-time-right processing

PRIMARY INTERNAL INTERACTIONS

• Associates for peer support, clarifications and knowledge sharing.

• SME / AM / LAM for escalations, reporting, performance feedback and unresolved
issues.

• QCA / Training team for error trends, quality feedback and refresher inputs.

SKILL REQUIREMENTS

Skill Area

Requirements

Desirable Skills

• Good English comprehension with sound reasoning and process judgment.
• Problem solving and ability to identify exceptions / gaps.
• Detail orientation with consistency in quality outcomes.

Technical Skills

• Good computer navigation and multi-system handling ability.
• Comfort with Microsoft Office, Outlook and Excel for basic tracking / updates.
• Typing speed and

📌 Sr. Associate (Noida)
🏢 EXL
📍 Noida