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.
- Must have an experience of managing a team size of 10
- Provide coaching, feedback, and ongoing training to team members to enhance performance
- Effectively manage queue and balancing of work loads
- Monitor team performance metrics, on all types of work and able to review and shared feedback and mitigation plan
- Ensure that the guidelines are followed as per standard procedures
- Exception handling query from customer for which they called and able to provide a solution withing a short timeframe.
- Should be able to understand transaction flow and able to help customer to inform with their amount due for payment, sharing payment status, invoice copy.
- Must have good understand of refund process and able to help customer with their legal refunds within define TAT and providing them right information on the refund status.
- Ensure that the quality of the transactions is in compliance with predefined parameters
- Should review and provide feedback on SOP’s and Governance deck and MI reporting
- Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
- Understanding of commission/agency statement procedure will be an added advantage
- Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)
- Prepare performance reports of each employee on accounts work assigned to them or they handled
- Managing all daily BAU of the process
- Good communication both written and verbal
- Good knowledge of collections strategy and client management experience during call
- Knowledge of multiple ERP systems will be an added advantage.
- Good decision-making skill.
- Committed to achieving specific objectives and takes ownership for accomplishing them.
- Effectively balances quality, customer service and productivity standards
- Ability to prioritize & multi-task
- Exhibits meticulous attention to detail
- Graduate in accounts. B. Com Hons is preferred
- Minimum 6 years to 8 years of experience in an international OTC and R2R process from Retail industry
- System understanding of IBM I (iSeries)], Worldpay, Blackline, Bottomline and HSBC Banking platform will be and added advantage
- Must have client management experience and experience of managing a team size of 10 members