Team Lead - Noida

Job Description

Job Description:

Performance management

Accountability for process-level deliverables

Talent retention

Meet process metrics/SLAs

MEI management

Managing shrinkage and financial leakage effectively

Planning daily/monthly staffing

Provide coaching and feedback to team members for their learning and growth

Process improvement and innovation

Stakeholder management including client and EXL leadership

Handle and resolve customer escalations/calls

Ensure compliance with internal policies and procedures, external regulations and information security standards

Prepare and analyze various MIS reports

Good verbal and written English with minimum CEF score of C1-13

Good computer navigation skills

Open to work in a 24 x 7 shift window (rotational shifts/weekend working/split weekly offs)

Knowledge of Microsoft Office and MS Outlook

Understanding of P&C insurance

Strong people management & leadership skills

Good Analytical, decision making & problem solving skills

Coaching and Feedback skills

Spirit of collaboration and team work

Excellent comprehension and analytical skills

Customer service orientation

Quality orientation

Competent in documentation and conformance with policies/compliances, including audit requirements

Ability to work independently/with minimum supervision

Primary Internal Interactions

Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance

Quality team for quality performance, feedback and audits for the process

Training team for any training/refresher requirements

Subject Matter Expert for the purpose of handling process related issues; queries and escalated transactions

MI/BSS team for various reports