EXL—Assistant Manager Annuities Back Office

Job description

Description: - Process performance – as per agreed KPIs - Quality and productivity Improvement - Customer Satisfaction - Level of subject matter expertise - Process minimum transaction to sustain process knowledge Requirements: 4 + rating, Handing team of 15+ resources, Have annuity knowledge Responsibilities: - Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. - Provide coaching and feedback to team members to enable them to improve their performance. - Assist new hires such that they are productive on the floor in the shortest possible time frame. - Handle escalations. - Provide inputs on process and system to the team members. - Client Interaction, where required at the level of Supervisors. - Ensure compliance with internal policies and procedures, external regulations and information security standards. - Collect and provide data required for various audits. - Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy. - Drive CSR in team and participate per organization requirements - Resolve conflict in the team Groom team members for next level, foster team bonding