Manager - P&C Insurance at EXL South Africa

Responsibilities

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction
• Documented monthly performance review of Assistant Managers
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
• Mentor Agents and TLs for their growth and development
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on regular basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Qualifications

• Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.
• Grade 12/Graduation (in any stream) or diploma
• People management and leadership skills.
• Capability to conduct an appraisal discussion Capability to communicate with large teams.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good Client facing skills. 
• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented.