Assistant Manager

Maintain and improve as per SLAs /KPIs over the month (Focused towards Voice/Blended processes) Employee Satisfaction people development and morale Maintain Attrition within target levels Improvement in quality and productivity Customer Satisfaction Compliance to policies Share updates with client/customer on a regular basis provide RCA and action plan anticipate customer issues and identify communicate proactively Reporting and MIS Flexible to work in rotating / flexible 24*7 shifts to cover extended hours of operational requirements Project Management Conduct interviews for new hire and assist in the hiring process Monitor process performance reporting focus on improving quality of Agents/team Develop plan for reducing attrition and improving employee within the team satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them. Documented monthly performance review of Agents and Assistant Managers(Where assigned) Executive half yearly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively Drive reward and recognition activity for the team. Get participation and create enthusiasm Drive process improvement using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement scope projects and involve relevant others. Create enthusiasm for the process Ensure compliance with internal policies and procedures external regulations and information security standards Ability to make sound judgments based on available information. Integrate procedural changes into daily routine Good written communication skills Excellent comprehension and analytical skills Strong data entry skills and attention to detail Experience in using email and Web enabled applications Participate in RFI/RFP proposals for new clients expansions client visits and demonstrate EXL values during such sessions 3 to 6 Years of experience in P&C commercial Lines insurance in Rating and Underwriting functions.