Communications Manager
EXL Service
Pasay, Metro Manila, Philippines1 month ago
41 views22 saves5 applies
Job Type
full time
Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Develop and implement annual business plans for the L&A CARE Team, which support the unit’s strategic business plans.
- Drive the design, development and implementation of an effective L&A CARE Team and related processes and tools, which proactively address language, culture, industry, and transaction handling needs of Operations.
- Communicate clearly and effectively the L&A CARE Team to both Client and Operations/Support Groups.
- Drive the continuous improvement of the L&A CARE Team’s Programs based on quantitative and qualitative analysis of established goals, the performance results, and best practices in the industry.
- Conduct orientation to newly-promoted team members
- Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
- Ensure process compliance in the implementation of the L&A CARE Team’s Programs.
- Represent L&A accounts in clients’ meetings regarding the L&A CARE Team’s Program.
- Perform other tasks that may be related to the L&A Soft Skills Program.
- Perform other tasks assigned by Account Operations, Training and Quality.
- Validate the effectiveness of the L&A CARE Team’s Programs through continuous performance analysis based on well-defined measurable targets. Allowing growth through proactive solutions.
- Collaborate with L&A CARE Team and Quality Teams to identify job-related language & communication issues
- Implement creative projects/activities that will promote better soft skills across the Business Unit
- Analyze and report data on program evaluation to Account owners
- Accountable for the performance of trainers by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making
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About EXL Service
EXL Service is a global analytics and digital solutions company that partners with businesses to improve operational processes and customer experiences. They provide services in data analytics, automation, and digital transformation across various industries including insurance, healthcare, and finance.