LeadAssistantManager

Ex; Pasay; On-site; PHP 600,000 - 850,000; Full time

Job summary

EXL is seeking a focused Assistant Manager for Quality Excellence to optimize data management, analysis, RCA and process information flow. You will help ensure accuracy, efficiency and timely reporting while driving process improvement across the organization.

The role emphasizes leading audits, creating quality frameworks and collaborating with cross-functional teams to enhance MIS operations and SLA performance. Office-based in Pasay, Philippines.

Qualifications

• No attendance issues for 6 months (97% Reliability)
• No disciplinary actions in the last 3 months
• <3 years of Quality Assurance supervisory experience
• Willing to work from office 100%

Responsibilities

• Manage and lead process workflows to meet client standards and identify improvements
• Collaborate with Trainer/SME and Operations to streamline workflows
• Provide RCA, insights and recommendations on audits and CSAT performance
• Lead internal and external audits and business reviews
• Create quality frameworks and improvement plans and records
• Support cross-functional and cross-geo improvement projects
• Analyze data and generate reports for management
• Ensure data accuracy and integrity in all reports
• Maintain and cleanse databases to ensure data quality
• Identify data-driven MIS improvements and optimize reporting
• Communicate MIS findings clearly to stakeholders
• Provide training on MIS tools and systems

Skills

English Proficiency

Reporting Skills

MS Office/Excel

Lean Six Sigma

Critical Thinking

Problem Solving

Life Insurance Knowledge

Tools

Microsoft Excel

Job description

• Job Role Business Process & Service Excellence -Quality Excellence
• Experience (In Years) 3-6

Job Description

We are seeking a highly organized and goal-oriented Assistant Manager for Quality Excellence to join our team. The ideal candidate will play a crucial role in optimizing data management and analysis, RCA and process information flow within the organization, ensuring accuracy, efficiency, timely reporting and process improvement

Responsibilities

Basic Functions:

• Manage and lead process transactions workflows and procedures to ensure client standards are met as well as process improvement opportunities are identified
• Work closely with Trainer/SME and Operations team to streamline process workflows and procedures
• Manage, monitor and provide RCA, insights, findings and recommendations on SLA audits, FCR, Fraud Review, Complaints and CSAT performance to reduce defects, rework
• Lead internal and external audits, manage audit findings and closures
• Lead internal and external business reviews
• Create quality frameworks and process improvement plan, procedures, work instructions and records
• Manage and support cross-functional and cross-geo improvement projects

Other functions:

Data Analysis and Reporting:

• Analyze and interpret complex data sets to provide insightful reports for management.
• Generate regular and ad-hoc reports as per organizational requirements.
• Ensure data accuracy and integrity in all reports.

Database Management:

• Maintain and update databases, ensuring data consistency and completeness.
• Regularly review and cleanse databases to eliminate errors and discrepancies.

Process Improvement:

• Identify opportunities for process improvement in data collection, analysis, and reporting.
• Implement changes to enhance efficiency and effectiveness of MIS operations.

Communication:

• Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals.
• Communicate MIS findings and insights clearly to both technical and non-technical stakeholders.

Training and Support:

• Provide training and support to end-users on MIS tools and systems.
• Address user queries and ensure a smooth user experience.

Qualifications

• No Attendance issues for 6 months (97% Reliability and QA Score of 97% & above)
• No Disciplinary Actions from the last 3 months
• With minimum of <3 years of Quality Assurance supervisory experience
• Must be willing to work from office 100%

Skillset

• Must be proficient in English oral and written communications
• Must have advance skills in reporting and story telling
• Must have intermediate to advance knowledge on Microsoft Application
• Must have Lean Six Sigma Training (Yellow Belt)
• Must possess critical thinking and problem-solving skills
• Must have extensive knowledge of the Life Insurance and Annuities industry/processes

About Us

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.