About the job
Position Title, Responsibility Level
Oversee and manage day-to-day operations to ensure all SLA metrics are met
Implement company policies in all areas of the operations establish goals for each team and monitor each teams performance and compared against Key Performance Indicators.
Recommend measures that will improve team performance and communicate clearly with Associates / Sr. Associates client expectations and accountability.
Evolve job responsibilities and establish accountability for all production activities in consultation with respective senior management at EXL
Screening and recruitment of production staff in consultation with HR.
Plan staff training and development programs both internal and external in consultation with HR, relate the same to specific job requirements and develop process to institutionalize the learning.
Managing all employee issues / queries relating to Operations, HR, Administration, Finance etc. Build a very transparent and open work environment respecting individual initiatives and contributions.
Completion of employee confirmation review as per standard process, Half yearly and Annual performance review, recommendations for promotions / compensation fitment etc. Timely completion of the task to be ensured.
Authorize employee leave and holidays, plan alternate / skeleton staff deployment that would result in least disruption to customer deliverables. Implementation of all employee related policies and procedures.
Ability to build and work in a process driven environment and one who strictly enforces process discipline.
Target driven and deliver quality output adhering to agreed time schedules.
Strong people management skill and ability to drive Team culture and performance
Quality and time conscious
Primary Internal Interactions
Establish communication channels that would enable smooth flow and completion of activities. Lead daily meetings with the team members to review daily statistics, process updates, including operational issues and share any necessary news
Primary External Interactions
Day on day communication (written or verbal) with client supervisors and SMEs as needed
Join and participate in weekly review with US clients. Give performance update on the client call and answer any questions asked
Reports To : AVP/VP Supervises : Sr. Associate/ Associate
Working knowledge of MS office (Word, Excel and Power point) and Internet / Outlook
Analytical skills to evaluate performance numbers, identify gaps and give the feedback objectively
Process Specific Skills
Advanced knowledge and ability to navigate client systems.
Need to be a process expert
US Healthcare knowledge
Soft Skills (Desired)
Soft Skills (Minimum)
Strong comprehension skills
Hands on experience in independently managing deliveries in a process Services Industry with very high emphasis on people, operations and process Management.
Ability to communicate clearly
Proactively raise any challenges, communicate to management and client
Minimum bachelors degree in any stream. 15 years of education