Job Description
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
Responsibilities
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