Manager - P&C Insurance

EXL South Africa · Cape Town, Western Cape

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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.