The Senior Executive will oversee a team of 15‑17 associates within the IMU Insurance P&C; department, acting as the process expert for escalations and client communications. This role is responsible for allocating work, monitoring accuracy, generating performance reports, and driving continuous improvement initiatives while ensuring SLA and KPI compliance.
Responsibilities
• Lead and mentor a team of 15‑17 associates, ensuring up‑skilling, coaching, and performance management.
• Serve as process expert for escalations and client interactions, handling calls, emails, and queries.
• Allocate transactions to appropriate queues and monitor accuracy and SLA compliance.
• Generate, analyze, and present performance reports to internal stakeholders and external clients.
• Identify inefficient processes, propose and implement improvements to enhance controls and efficiency.
• Achieve team production targets while maintaining KPIs and service level agreements.
• Collaborate with Assistant Managers/Managers on performance reporting, escalations, and monthly evaluations.
• Liaise with client operations teams and SMEs to develop training curriculum and action plans.
• Resolve escalations and provide timely feedback to clients and internal teams.
• Ensure adherence to documented desktop procedures and maintain quality standards.
Qualifications
• Graduate from a reputable university.
• 3‑6 years of experience in Med bill Reconsideration & Appeal – Property & Casualty for US geography in a BPO/outsourcing setting.
• Strong understanding of P&C; insurance and claims handling.
• Proficient in MS Office and computer navigation with solid keyboarding skills.
• Knowledge of medical terminologies and sound decision‑making abilities.
• Excellent problem‑solving, analytical, and reporting skills.
• Strong written and verbal communication, listening, and customer service focus.
• Ability to multitask, prioritize, and manage daily work activities.
• Demonstrated leadership, coaching, an
📌 Senior Executive (India)
🏢 EXL
📍 India