Job Description

:Performance parametersTeam:

• Employee Satisfaction, people development and morale.

• Process performance - as per PPIs over the month.

• Attrition within target levels. Managers:

• To work with Managers for the purpose of reporting performance, escalation handling, clarifying concerns, seeking support and any other essential function that may occur from time to time as directed by the Supervisor

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.

Qualifications:Education Requirements

• 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 insurance business

EXL Service