Senior Executive

EXL SERVICES

Noida

Not disclosed

Work from Office

Full Time

Min. 1 year

Job Details

Job Description

Executives

Job Description

Position Title, Responsibility Level: Executive/Senior Executive

Function:

Operations

Reports to -

Assistant Manager/Lead Assistant Manager

Permanent/ Temporary: Permanent

Span of Control –

None

Location:

C – 15, Noida

Basic Function

This position is accountable for indexing the cases

Work is performed under general supervision according to established guidelines. This individual promotes capabilities from a customer perspective, aligning needs with the target offering by creating a customer self-service enabled platform for core customers. .

Essential Functions

Responsible for reviewing and analyzing discrepancies by cross-verifying from different data sources
Meets individual goals while assisting team to meet team goals
Operates with urgency in a real time service environment
Contributes to the development of new tools and process mapping that supports new offerings and updates/improves current tools, actively seeks opportunities to implement changes which improve accuracy, timeliness, productivity and customer satisfaction
Defines, communicates and manages workflow and data coordination to support various implementation related reports (i.e., reporting, inventory, capacity reporting, and ad-hoc reports as needed by management)
May perform other duties as assigned

Performance parameters

Productivity
Quality
Turn Around Time of work assigned
Attendance & Schedule Adherence

Primary Internal Interactions:

SME/AM/LAM/Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking support
AM/LAM for the purpose of settling issues left unresolved by the SME and monthly evaluation of performance
SME for the purpose of handling process related issues; queries and escalated transactions
QCA for the purpose of associate performance feedback and audit in order to update the training curriculum
Mentors for the purpose of seeking clarifications and answering queries real time

Organizational Relationships Reports To: Assistant Manager/Lead Assistant Manager

Skills
Desirable Skills	Ability to respond to all inquiries within a timely mannerStrong interpersonal and communication skills – both verbal and written Adaptability/Ability to interpret variable input details Critical thinking and decision making Strong analytical, Reasoning, and Problem solving skills
Technical Skills	Good computer navigation skills Typing speed of 25 Words per Minute with 90% Accuracy
Process Specific Skills	Candidate should preferably have knowledge of US Insurance Ability to navigate multiple systems and applications Ability to produce high quality in production in environment. Ability to troubleshoot, identify user errors vs. system mapping errors (enrollment dates, method, system logic)
Soft skills	Ability to work independently Ability to understand and question established process guidelines for possible process improvements Ability to pay great attention to detail – especially during processing of transactions Possess keen sense of acquiring knowledge Adaptable and flexible to work in night shifts

Education Requirements and Work Experience: Bachelor’s degree and Computer literacy Candidates with relevant business experience will be preferred

Annexure:

Acknowledgement (acknowledge that the information contained in this document is factual and complete) ________________ Candidate Supervisor Date