Senior Executive (Subject Matter Expert)

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: 
  
  
  
  1. MS Office skills for reporting   
  
  


• Process Specific Skills: 
  
  
  
  1. Excellent communication   
  
  
  2. Ability to mentor members of the team to provide excellent customer experience.   
  
  


• Soft Skills/ Aptitude:
  
  
  
  1. Self – discipline   
  
  
  2. Result Driven   
  
  
  3. Displays a great eye for attention to detail.   
  
  
  4. Adaptability   
  
  
  5. Customer Service and strong display of Empathy   
  
  
  6. Training and Development   
  
  
  7. Ability to handle/engage larger groups.   
  
  


• Soft Skills:
  
  
  
  1. Ability to work under pressure.   
  
  
  2. Delivering as per client and operations expectations   
  
  
  3. Stress management   
  
  
  4. Motivating the team   
  
  

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.   

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