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Vice president - Transactional Quality - P&C Insurance

Vice president - Transactional Quality - P&C Insurance

EXLNoida, Uttar Pradesh, India
14 hours ago
Job description

Role Title : Vice president - Transactional Quality - P&C Insurance

Location : Noida / Pune

Role Overview :

  • Will manage operations across India, Philippines, and South Africa.
  • Direct Reporting : 4-5
  • Responsibilities : Client management, stakeholder management, RFPs, escalations (client-facing & stakeholder-facing).
  • Strong expertise in P&C domain, well- versed with process improvement, AI&GEN AI
  • Six Sigma black certified
  • Client - US / UK
  • Willingness to travel across locations
  • Shift : Starts at 2–3 PM IST.

Responsibilities

Accountabilities

Major Activities

Key Performance Indicators

Drive improvement and innovation for value delivery to EXL and Clients

  • Develop process improvement and transformation strategy aligned to key clients’ strategic priorities
  • Support in EXL strategic priorities for driving value capture for EXL
  • Build a strong QE team to strategize and execute process improvements
  • Build employee engagement / development programs in line with functional and business vertical plans
  • Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program
  • Successful execution of Process Improvement Strategy
  • Resolve implementations - Identify and execute at least one key transformation project impacting client business outcomes for strategic client relationships\
  • BB / MBB density
  • C-Sat score on Value Addition and Contribution

    • Build domain specific solutions and diagnostic toolkits

  • Build best practice compendium on key business situations / problems
  • Develop QE capabilities for business development and support in solutioning for key prospects
  • Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
  • Successful cross-sell of Transformation capabilities
  • Development and application of diagnostic toolkits representing key business footprint
  • Compelling solutioning from value delivery standpoint

    • Manage

  • Build strong people engagement retention initiatives
  • Develop strong project lean six sigma mentors (including select talent within operations)
  • Employee Engagement Score
  • # of successful BBs / MBBs created

    • Ensure QA delivery is aligned to client needs and is cost effective for EXL

  • Develop cost and compliance effective quality model to meet client onshore / offshore requirements
  • Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
  • Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc)
  • Sustain and innovate a culture of independence of Quality Performance reporting across client / business processes ensuring a true reflection of Client / end customer experiences / challenges
  • Pivot to a Digital / Smart QA model with a lean human intervention
  • Expand QE effectiveness in the evolving Platform- Services business model
  • Meeting QA performance measures (monitoring / feedback targets, precision, QC density)
  • Satisfactory audits
  • Employee engagement score
  • Coverage of eligible QCAs in key interventions (eg., QC Cert)

    • Compliance to Client / External / Internal audit and certifications

  • Manage external auditors’ relationship and on- going annual and interim audits
  • Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods
  • Optimize cost models for external certifications
  • Ensure ongoing certifications are kept up to date
  • NIL audit observations

    • Person attributes

  • Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
  • Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
  • Proficient with Minitab software
  • Proficient with MS-VISIO for flowcharting / process mapping software
  • Domain Knowledge across P&C Insurance
  • Knowledge of quality systems (ISO, COPC)
  • Working knowledge of Transaction Monitoring (QA and QC)
  • Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
  • Knowledge of quality assurance, process improvements, domain, etc
  • Consulting mindset
  • Strategic focus and strong business acumen
  • Demonstrates a global mindset
  • Demonstrates an intellectually agile and analytical approach and thought process
  • Is a brand ambassador.
  • Conformance to policies / compliances with auditing skills and eye for details
  • Ability to coach and give feedback on an ongoing basis.
  • Interviewing skills
  • Strong written and verbal communication Skills.
  • Project management skills and ability to lead in a continually challenging environment
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    Vice President • Noida, Uttar Pradesh, India