About this role
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
Maintain and improve as per SLAs /KPIs over the month (Focused towards Voice/Blended processes)
Employee Satisfaction people development and morale
Maintain Attrition within target levels
Improvement in quality and productivity
Customer Satisfaction
Compliance to policies
Share updates with client/customer on a regular basis provide RCA and action plan anticipate customer issues and identify communicate proactively
Reporting and MIS
Flexible to work in rotating / flexible 24*7 shifts to cover extended hours of operational requirements
Project Management
Conduct interviews for new hire and assist in the hiring process
Monitor process performance reporting focus on improving quality of Agents/team
Develop plan for reducing attrition and improving employee within the team satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
Documented monthly performance review of Agents and Assistant Managers(Where assigned)
Executive half yearly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively
Drive reward and recognition activity for the team. Get participation and create enthusiasm
Drive process improvement using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement scope projects and involve relevant others. Create enthusiasm for the process
Ensure compliance with internal policies and procedures external regulations and information security standards
Ability to make sound judgments based on available information.
Integrate procedural changes into daily routine
Good written communication skills
Excellent comprehension and analytical skills
Strong data entry skills and attention to detail
Experience in using email and Web enabled applications
Participate in RFI/RFP proposals for new clients expansions client visits and demonstrate EXL values during such sessions
3 to 6 Years of experience in P&C commercial Lines insurance in Rating and Underwriting functions.