Lead Assistant Manager

Role Overview

• Manage and lead process transactions workflows and procedures to ensure client standards are met as well as process improvement opportunities are identified
• Work closely with Trainer/SME and Operations team to streamline process workflows and procedures
• Manage, monitor and provide RCA, insights, findings and recommendations on SLA audits, FCR, Fraud Review, Complaints and CSAT performance to reduce defects, rework
• Lead internal and external audits, manage audit findings and closures
• Lead internal and external business reviews
• Create quality frameworks and process improvement plan, procedures, work instructions and records
• Manage and support cross-functional and cross-geo improvement projects
• Analyze and interpret complex data sets to provide insightful reports for management
• Generate regular and ad-hoc reports as per organizational requirements
• Ensure data accuracy and integrity in all reports
• Maintain and update databases, ensuring data consistency and completeness
• Regularly review and cleanse databases to eliminate errors and discrepancies
• Identify opportunities for process improvement in data collection, analysis, and reporting
• Implement changes to enhance efficiency and effectiveness of MIS operations
• Liaise with cross-functional teams to gather data requirements and ensure alignment with organizational goals
• Communicate MIS findings and insights clearly to both technical and non-technical stakeholders
• Provide training and support to end-users on MIS tools and systems
• Address user queries and ensure a smooth user experience.

Requirements

• No Attendance issues for 6 months (97% Reliability and QA Score of 97% & above)
• No Disciplinary Actions from the last 3 months
• With minimum of <3 years of Quality Assurance supervisory experience
• Must be willing to work from office 100%
• Must be proficient in English oral and written communications
• Must have advance skills in reporting and story telling
• Must have intermediate to advance knowledge on Microsoft Application
• Must have Lean Six Sigma Training (Yellow Belt)
• Must possess critical thinking and problem-solving skills
• Must have extensive knowledge of the Life Insurance and Annuities industry/processes

Benefits

• EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.