Assistant Vice President, Delivery Operations

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. 

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. 

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