EXL IT service management
Location
Noida | India
Job description
Basic Function
- Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency.
- Providing coaching and feedback to team members to enable them to improve their performance
- Handling Escalation
- Provide inputs on process and system to the team
- Exposure to Cash application, Billing & Invoicing process is must
- Responsible to achieve team production targets and maintain SLAs & KPI
Essential Functions
- Assign work to the team members on a daily basis
- Review daily transactions & monitor completion of work
- Team management and Transaction Monitoring
- Productivity Improvement
- Client interaction, if required at supervisory level
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Management reporting and oversight
- Leading a team of executives for checking, verifying, and validating data to ensure all details are correctly mentioned
- Driving Quality initiatives in the process to attain measurable positive results
- Create reports on a daily, weekly & monthly basis for performance review with the onshore team
- Conduct quality audits from a sample of transactions
- Onboard any new team member & complete training
- Hold regular feedback & coaching sessions with the team
- Communicate with the internal teams within the client area for any further information required for completing transactions
- Capture metrics in the process & analyze trends to take proactive measures
- Maintain updates folder by documenting new scenarios in the process & revise process documents
- Have business reviews with the clients & internal management
- Ensure the quality of the transactions is in compliance with predefined parameters
- Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
- Achieving key targets for the process in line with the SLA (Service level Agreement)/KPIs (Key Performance Indicators)
Any other essential function that may occur from time to time as directed by the Process Manager
Primary Interactions @ EXL
Team:
- To work with associates / Sr associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
- Subject Matter Expert, for the purpose of handling process related issues, queries and escalated transactions
Managers
- To work with Managers for the purpose of reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
Primary Interactions @ Client
- Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans
Seeking clarifications & answering queries
Job tags
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