Senior Manager Quality Management at EXL South Africa

Responsibilities
Role/Responsibility 

• 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 QAs and TLs for their growth and development 
• Drive reward and recognition activity within QE.
• 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.

Skills

Technical Skills

• Good computer navigation skills
• keyboarding skills
• Proficient in MS Office (Reporting and Analytics)
• Understanding of P&C insurance
• Minimum CEF B2 – Voice requirement
• Process Specific Skills
• Knowledge of the function, process and systems
• Good decision making skills
• Effectively balances quality, customer service and productivity standards
• Ability to prioritize & multi-task
• Excellent problem solving & analytical skills
• Act as liaison between team members and management & bring issues/concerns to management

Competencies & Skills

• 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.
• Values & Behavior
• Customer Service Orientation.
• Quality Orientation.People oriented

Qualifications

• Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
• Lean Six Sigma – Skilled in methodologies as well as relevant learnings.
• Preferred Green Belt or Black Belt Certified Work Experience

Requirements

• Minimum 10 years of work experience in Business Process Off-shoring.
• Minimum 5-10 years of experience in team management
• Minimum 3 years of supervisory experience in P&C insurance business