The Senior Executive will oversee end‑to‑end processing of high‑volume transactions. You will ensure adherence to desktop procedures, meet SLA targets, maintain quality standards, and drive continuous improvement while mentoring a team of agents and coordinating with senior management.

Responsibilities

• Process transactions in strict accordance with desktop procedures and SLA requirements.

• Monitor and achieve daily, weekly, and monthly target metrics.

• Ensure transaction quality meets predefined compliance parameters.

• Generate and distribute accurate process reports on a daily basis.

• Maintain adherence to attendance schedules and company policies.

• Coach, mentor,



and train new hires and existing agents on process specifics.

• Manage updates to process documentation and handle queries from agents.

• Collaborate with Assistant Managers for performance reporting and issue escalation.

• Coordinate with Managers for performance reviews, monthly one‑ons, and resolution of performance issues.

• Identify opportunities for process optimization and drive implementation initiatives.

Qualifications

• Graduate degree with robust computer literacy (MS Office) and relevant domain knowledge.

📌 Senior Executive (Pune)
🏢 EXL
📍 Pune