Senior Executive (Subject Matter Expert)

Job Description: This role entails transaction monitoring, providing feedback, processing transactions/taking calls as per job requirement, supporting in process improvement initiatives, coaching, providing floor support, conducting Training Need Identification and bottom quartile management.

Primary Internal Interactions

• Associate
• Training Team
• Quality Analyst
• Team Leaders
• Operations Manager

Primary External Interactions

• Customers / Clients as per business requirements.
• Client SME / QCAs for training, coaching & mentoring.
• Exception / escalation teams at the client end for the purpose of seeking clarifications & answering queries.

Values & Competencies Required

• Displays the EXL values and Better Way Code in day-to-day interactions.
• Effective coaching and good communication skills
• Time management
• Knowledge of MS Office
• Self-initiated, drive and zeal for continuous improvement
• Drives performance culture
• Client Centricity
• Hollard Product Knowledge

Skills required

• Technical Skills:
  • MS Office skills for reporting
• Process Specific Skills:
  • Excellent communication
  • Ability to mentor members of the team to provide excellent customer experience.
• Soft Skills/ Aptitude:
  • Self – discipline
  • Result Driven
  • Displays a great eye for attention to detail.
  • Adaptability
  • Customer Service and strong display of Empathy
  • Training and Development
  • Ability to handle/engage larger groups.
• Soft Skills:
  • Ability to work under pressure.
  • Delivering as per client and operations expectations
  • Stress management
  • Motivating the team

Responsibilities: Essential functions

• Addressing process related queries from advocates.
• Identify common questions/queries on the floor and create refresher sessions.
• Gather training needed information and develop workable solutions.
• Build / maintain strong relationship with onshore and other EXL service delivery location teams.
• Mentor BQM to identify performance gaps and build remediation plan.

Qualifications: Selection/Eligibility Criteria

• This role is only open to Band A1 and Band A2 employees on the UNUM process.
• Band A1 employees may apply for a promotion - minimum of 12 months’ tenure in current role.
• Band A2 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role.
• No NCNS, no active warnings or pending disciplinary actions in the last 6 months.
• No active absence stage letters.
• Performance rating of 3.5 or higher in the most recent appraisal.
• Should not be placed on performance review (PIP).
• A minimum of 95% across Quality metrics in the last 3 months.
• Candidates should not have appeared on the integrity list in the last 3 months.
• Feedback from your Manager should be excellent in regard to your Behavior, Attendance, Adherence as well as Attitude
• Please note that you will need to pass the mandatory recruitment CEF assessment, as well as the mandatory background checks.
• Completion of all assigned renew training modules applicable to the employee’s band