Abundant Solutions

Compensation

Full Description

JOB DESCRIPTION The mission of this role is to run back office and front office L&A operations in a strategic manner. This will be inclusive of New Business, Inforce Administration, Claims, and Contact Center. This client facing position is also a liaison for operations across all geographical locations on the behalf of EXL. JOB RESPONSIBILITIES Essential functions: • Supervise & support team of 10-15 U.S.-based back-office associates. • Prioritize service level agreement (SLAs) and achieving Key Performance Indicators (KPIs) • Cultivate positive team culture with regular communications to your team, where overall morale is among the top priorities. • Ensure adequate coverage daily, and make any necessary adjustments to schedules, breaks or lunches as needed. • Monitor associate performance trends and provide coaching where necessary. • Provide ongoing coaching, evaluations, and feedback to encourage & develop associates. • Review, modify and approve associate timesheets on a daily and/or weekly basis. • Collaborate with Workforce Management (WFM) team to develop and maintain associate schedules. • Develop scheduling system for paid time off (PTO) requests, allowing associates to request PTO while ensuring adequate phone coverage. • Handle all aspects of HR related duties in a supervisory role. • Consolidate, track and ensure completion of all required training, and proactively supporting non-required training for employee growth. • Collaborate with internal senior leadership to ensure the team has adequate knowledge & resources to maximize performance. • Partner with Quality Assurance (QA) evaluator to ensure associates meet or exceed call quality performance standards. • Be the source of information and statistics for internal leadership regarding team performance. • Partner with client leadership/contacts and communicate regularly to develop strong rapport. JOB QUALIFICATIONS Required skills: • Leadership – Ability to set a positive culture, motivating associates and recognizing the impact, both positive & negative, your actions will have on the team. • Management – Consistently performing tasks or collaborating with others to develop schedules, objectively assess associate performance and • Communication– Able to communicate effectively with senior leadership, client leadership and associates alike. • Organization – Ability to structure a daily routine which aligns with team and client needs. • Prioritization – Able to properly allocate time to the most important tasks, while being flexible to shift priorities where necessary. Work experience requirements: • Minimum 2 years in leadership position within a L&A processing environment • Minimum 10 years of life insurance and annuity experience • Proven written and verbal communication skills. • Proficiency with Microsoft Office is preferred, including MS Word, MS PowerPoint, and MS Excel