Responsibilities
Process performance – as per agreed KPI’s.
- Attrition - as per agreed KPI’s.
- Quality and productivity Improvement - as per agreed KPI’s.
- Customer Satisfaction - as per agreed KPI’s.
- Level of subject matter expertise - as per agreed KPI’s.
Any other essential function that may occur from time to time as directed by the Operations Manager
- Performance parameters
- Process performance – as per agreed KPIs (60%)
- Quality and productivity Improvement (20%)
- Level of subject matter expertise. (20%)
Role/ Responsibilities:
- Manage the process and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Handle escalations.
- Provide inputs on process and system to the team members.
- Client Interaction, where required at the level of Supervisors.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
Qualifications
Skills Requirement
Competencies & Skills
- Knowledge of the function, process and systems.
- High level of computer proficiency.
- Coaching and Feedback ability.
- Clear written and verbal communication
CEF Requirement B1-7 or higher
Values & Behavior
- Customer Service Orientation.
- Quality Orientation.
- Empathy for effective on the job coaching and feedback.
Product/Process Specific
- Business Insurance
- Process/Product/System specific
Skills Required
- Knowledge of the function, process and systems
- High level of computer proficiency
- Coaching and feedback ability
- Clear written and verbal communication
- CEF Requirement B1-7 or higher
- Business insurance domain knowledge
- Process/product/system specific knowledge
- Ensure compliance with internal policies, external regulations, and information security standards
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
