About this role
This role entails transaction monitoring, providing feedback, processing transactions/taking calls as per job requirement, supporting in process improvement initiatives, coaching, providing floor support, conducting Training Need Identification and bottom quartile management.
Primary Internal Interactions:
• Associate • Training Team • Quality Analyst • Team Leaders • Operations Manager
Primary External Interactions:
• Customers / Clients as per business requirements. • Client SME / QCAs for training, coaching & mentoring. • Exception / escalation teams at the client end for the purpose of seeking clarifications & answering queries.
Values & Competencies Required:
• Displays the EXL values and Better Way Code in day-to-day interactions. • Effective coaching and good communication skills • Time management • Knowledge of MS Office • Self-initiated, drive and zeal for continuous improvement • Drives performance culture • Client Centricity • Hollard Product Knowledge
Skills required:
• Technical Skills: • MS Office skills for reporting
• Process Specific Skills: • Excellent communication • Ability to mentor members of the team to provide excellent customer experience.
• Soft Skills/ Aptitude: • Self – discipline • Result Driven • Displays a great eye for attention to detail. • Adaptability • Customer Service and strong display of Empathy • Training and Development • Ability to handle/engage larger groups.
• Soft Skills: • Ability to work under pressure. • Delivering as per client and operations expectations • Stress management • Motivating the team
Essential functions:
• Addressing process related queries from advocates. • Identify common questions/queries on the floor and create refresher sessions. • Gather training needed information and develop workable solutions. • Build / maintain strong relationship with onshore and other EXL service delivery location teams. • Mentor BQM to identify performance gaps and build remediation plan.
Selection/Eligibility Criteria:
• This role is only open to Band A1 and Band A2 employees on the UNUM process. • Band A1 employees may apply for a promotion - minimum of 12 months’ tenure in current role. • Band A2 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role. • No NCNS, no active warnings or pending disciplinary actions in the last 6 months. • No active absence stage letters. • Performance rating of 3.5 or higher in the most recent appraisal. • Should not be placed on performance review (PIP). • A minimum of 95% across Quality metrics in the last 3 months. • Candidates should not have appeared on the integrity list in the last 3 months. • Feedback from your Manager should be excellent in regard to your Behavior, Attendance, Adherence as well as Attitude • Please note that you will need to pass the mandatory recruitment CEF assessment, as well as the mandatory background checks. • Completion of all assigned renew training modules applicable to the employee’s band