EXL—Lead Assistant Manager

Job description

Description: The Lead Assistant Manager will be responsible for leading a team supporting end-to-end Commercial P&C Insurance policy administration activities, including Policy Issuance, Endorsements, Renewals, Cancellations, and Maintenance transactions. The role requires strong operational leadership, client management, process improvement expertise, and the ability to drive business outcomes through effective people and performance management. Requirements: Graduate Responsibilities: Key Responsibilities Operations & Service Delivery - Lead and manage a team supporting Policy Issuance, Endorsements, Renewals, Cancellations, Reinstatements, and other Policy Administration activities. - Ensure adherence to agreed SLAs, productivity targets, quality standards, and turnaround times. - Monitor daily workflow queues, capacity planning, work allocation, and volume fluctuations to ensure seamless delivery. - Review operational dashboards and performance metrics to proactively identify risks and implement corrective actions. - Ensure compliance with carrier, broker, client, and regulatory requirements. Team Management & Leadership - Manage, coach, and mentor team members to drive performance, engagement, and career development. - Conduct regular performance reviews, feedback sessions, and individual development planning. - Drive resource utilization, workforce planning, succession planning, and cross-training initiatives. - Foster a high-performance culture focused on accountability, continuous improvement, and customer service excellence. Client & Stakeholder Management - Act as a key point of contact for client interactions, governance calls, operational reviews, and escalations. - Build strong relationships with brokers, underwriters, operational stakeholders, and business partners. - Provide regular updates on service performance, challenges, risks, and improvement initiatives. - Ensure timely resolution of client escalations through effective root cause analysis and action planning. Quality, Risk & Compliance - Drive accuracy, compliance, and audit readiness across all operational processes. - Monitor quality performance, identify error trends, and implement preventive and corrective action plans. - Ensure adherence to information security, data privacy, business continuity, and regulatory guidelines. - Manage operational risk, identify control gaps, and implement mitigation plans. Process Excellence & Transformation - Identify automation, digitization, and process improvement opportunities to enhance efficiency and customer experience. - Lead Lean Six Sigma, continuous improvement, and operational excellence initiatives. - Support implementation of workflow tools, new business transitions, SOP creation, and process standardization. - Participate in transformation initiatives involving AI, RPA, analytics, and workflow optimization.