Assistant Manger

ExlService Holdings, Inc.; Dadri; On-site; INR 300,000 - 540,000; Full time

Job summary

ExlService Holdings, Inc. in Noida is seeking a Back Office-Policy Administration professional to manage daily operations, ensure SLAs and KPIs are met, and execute policy administration tasks with accuracy.

You will lead, coach, and mentor Team Leaders, monitor productivity, quality, attendance, and standards; analyze data to prepare reports; drive process improvements; handle client escalations; and coordinate with Quality, Training, WFM, HR, and other support functions to achieve business

Qualifications

• Bachelor's degree in any discipline.
• Strong analytical and problem-solving skills.

Responsibilities

• Manage daily operations to ensure SLAs and KPIs are consistently achieved.
• Lead, coach, and mentor Team Leaders and support their professional development.
• Monitor productivity, quality, attendance, and adherence to operational standards.
• Analyze operational data and prepare daily, weekly, and monthly performance reports.
• Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.
• Handle client escalations and ensure timely resolution of operational issues.
• Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.
• Conduct performance reviews and develop action plans for underperforming teams.
• Ensure compliance with company policies, client requirements, and data security standards.
• Support transition activities, process migrations, and new project implementations as required.
• Drive employee engagement, motivation, and retention initiatives.

Skills

Leadership

Analytical skills

Problem solving

Education

Bachelor's degree

Job description

• Job Role Back Office-Policy Administration
• Experience (In Years) 0-3
• Job Location Noida

Job Description

• Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Lead, coach, and mentor Team Leaders and support their professional development.
• Monitor productivity, quality, attendance, and adherence to operational standards.
• Analyze operational data and prepare daily, weekly, and monthly performance reports.
• Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.
• Handle client escalations and ensure timely resolution of operational issues.
• Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.
• Conduct performance reviews and develop action plans for underperforming teams.
• Ensure compliance with company policies, client requirements, and data security standards.
• Support transition activities, process migrations, and new project implementations as required.
• Drive employee engagement, motivation, and retention initiatives.

Responsibilities

• Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Lead, coach, and mentor Team Leaders and support their professional development.
• Monitor productivity, quality, attendance, and adherence to operational standards.
• Analyze operational data and prepare daily, weekly, and monthly performance reports.
• Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.
• Handle client escalations and ensure timely resolution of operational issues.
• Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.
• Conduct performance reviews and develop action plans for underperforming teams.
• Ensure compliance with company policies, client requirements, and data security standards.
• Support transition activities, process migrations, and new project implementations as required.
• Drive employee engagement, motivation, and retention initiatives.

Qualifications

• Bachelor's degree in any discipline.
• Strong analytical and problem-solving skills