Assistant Manager leading team performance and driving quality initiatives at EXL. Ensuring compliance with standards while managing client interactions and reporting metrics.
Responsibilities
Meeting the SLA Targets
Team management and Transaction/Call Monitoring
Productivity Improvement and Employee engagement
Client interaction, if required at supervisory level
Ensure compliance with internal policies and procedures, external regulations and information security standards
Management reporting and oversight
Driving Quality initiatives in the process to attain measurable positive results
Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
Ensuring accuracy of performance reports and compliance to internal control requirements
Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
Establish an environment and work style that promotes the concept of teamwork and professional development
Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Requirements
High School Graduate
Experience in management and team leadership
Strong analytical skills
Familiarity with data analysis and reporting tools
Excellent verbal and written communication skills
Benefits
Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
Providing coaching and feedback to team members to enable them to improve their performance
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