This role entails transaction monitoring, providing feedback, processing transactions/taking calls as per job requirement, supporting in process improvement initiatives, coaching, providing floor support, conducting Training Need Identification and bottom quartile management.
Primary Internal Interactions:
- Associate
- Training Team
- Quality Analyst
- Team Leaders
- Operations Manager
Primary External Interactions:
- Customers / Clients as per business requirements.
- Client SME / QCAs for training, coaching & mentoring.
- Exception / escalation teams at the client end for the purpose of seeking clarifications & answering queries.
Values & Competencies Required:
- Displays the EXL values and Better Way Code in day-to-day interactions.
- Effective coaching and good communication skills
- Time management
- Knowledge of MS Office
- Self-initiated, drive and zeal for continuous improvement
- Drives performance culture
- Client Centricity
- Hollard Product Knowledge
Skills required:
- Technical Skills:
- MS Office skills for reporting
- Process Specific Skills:
- Excellent communication
- Ability to mentor members of the team to provide excellent customer experience.
- Soft Skills/ Aptitude:
- Self – discipline
- Result Driven
- Displays a great eye for attention to detail.
- Adaptability
- Customer Service and strong display of Empathy
- Training and Development
- Ability to handle/engage larger groups.
- Soft Skills:
- Ability to work under pressure.
- Delivering as per client and operations expectations
- Stress management
- Motivating the team
Essential functions:
- Addressing process related queries from advocates.
- Identify common questions/queries on the floor and create refresher sessions.
- Gather training needed information and develop workable solutions.
- Build / maintain strong relationship with onshore and other EXL service delivery location teams.
- Mentor BQM to identify performance gaps and build remediation plan.
Qualifications
Selection/Eligibility Criteria:
- This role is only open to Band A1 and Band A2 employees on the UNUM process.
- Band A1 employees may apply for a promotion - minimum of 12 months’ tenure in current role.
- Band A2 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role.
- No NCNS, no active warnings or pending disciplinary actions in the last 6 months.
- No active absence stage letters.
- Performance rating of 3.5 or higher in the most recent appraisal.
- Should not be placed on performance review (PIP).
- A minimum of 95% across Quality metrics in the last 3 months.
- Candidates should not have appeared on the integrity list in the last 3 months.
- Feedback from your Manager should be excellent in regard to your Behavior, Attendance, Adherence as well as Attitude
- Please note that you will need to pass the mandatory recruitment CEF assessment, as well as the mandatory background checks.
- Completion of all assigned renew training modules applicable to the employee’s band
Skills Required
- Must be a Band A1 or Band A2 employee on the UNUM process
- Minimum 12 months tenure in current role (for Band A1 promotion or Band A2 lateral movement)
- No NCNS, no active warnings or pending disciplinary actions in the last 6 months
- No active absence stage letters
- Performance rating of 3.5 or higher in the most recent appraisal
- Not placed on performance improvement plan (PIP)
- Minimum 95% across Quality metrics in the last 3 months
- Should not have appeared on the integrity list in the last 3 months
- Pass mandatory recruitment CEF assessment
- Pass mandatory background checks
- Completion of all assigned renewal training modules applicable to the employee's band
- Effective coaching and strong communication skills
- MS Office skills for reporting
- Hollard product knowledge
- Ability to mentor team members and handle larger groups
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.
