Department : Operations
Level / Band : Executive
Qualification : Graduate
Experience ( AM)
3-4 Years in a Service Sector
3-4 Years in Business Support, Customer Services / Queries handling.
MIS and PPT skills in Financial Sector
Reports to : Manager – Partner Support Team
Supervises : Support desk
Geographic Area Covered : All locations from the HO
Stakeholders Internal : All departments
Stakeholders External : All the customers
Role Summary : This position requires a candidate with Life Insurance background that can help and support the team Issuance and Customer Queries. The candidate must help and coordinate with the Underwriting Team and New Business Team with Issuance and Payout.
Roles and Responsibilities of Executive:
Key Result Area
Queries resolution, updation of customer records on the system.
Adherence to established processes
Proficiency Scale Description
Process Orientation :
Ensures that quality results and benchmarks are achieved by adhering to set processes.
Is aware about all critical process flows applicable to the assigned role and also about
the performance parameters like
TAT, SLA etc. for assigned activities.
Works towards making sure that set benchmarks are met with required quality
standards as per processes.
Has basic understanding and awareness about statistical, quality and MS office tools
like TBEM , Six Sigma, Pareto, Excel etc. as applicable
Customer & Consumer Orientation :
Customer refers to Channel partners (Internal & External). Customer and Consumer Focus is about adding value to all customers, internal and external, through thought, action and behaviour. Adding value implies understanding the customer needs vis a vis the market, and being committed in delivering solutions that delight the customer and consumer and enhance the relationship without compromising on company values.
Makes a conscious attempt to understand and act on the consumer and customer
needs in a prompt and positive manner.
Ensures thorough follow up with customer contact center team to ensure that
customer concerns are responded to with urgency and sense of responsibility.
Uses the perspectives of the customer to resolve decision dilemmas on operational
approaches & priorities.
Finds opportunities to collect information from the most direct source on customer
Collaboration & Networking :
Networking with key stakeholders (internal and external) and cross functional
team members to build collaborative relationships based on confidence, trust
and respect to facilitate the accomplishment of common work/ business goals.
Working effectively with individuals across teams with diverse working styles, treating them with dignity and respect and value their contributions.
Keeps self-aware of the important stake holders (decision makers &
influencers) necessary for delivering results.
Communicates & connects consistently with colleagues, customers and channel
partners to respond and resolve their concerns and queries.
Remains courteous while dealing with colleagues, channel partners, and customers.
Seeks guidance in case of ambiguity.
Proactively observes the customer service practices in other companies and industries
and shares information with supervisor.
People Management :
Takes genuine efforts to help individuals or teams to maximize their potential by
providing guidance and motivating them through personal connect.
Understands various roles and functions of the team and aligns well to own role.
Comes across as a team player.
Attention to Details & Solution Orientation:
Monitors and checks finer details pertaining to work in order to achieve error free results. Demonstrates concern for meeting customer expectations and
provides solution for stakeholder satisfaction with available resources.
Is aware of the various pieces of information and processes required to make quality
decisions and identifies the gaps.
Strives to perform tasks in an error free manner with care and focus on completing
tasks within a stipulated time frame.
Asks for help if required.
Is aware of the various segments of customers and consumers in the organization and
provides them with standard service/solution based on set procedures.
Escalates issues as and when required.
Managing and working with remote teams:
Ability to nurture, guide and support remote teams. Sets boundaries,
communicates & outlines work and tracks productivity at regular intervals.
Encourages ideas, embraces diversity, builds rapport, acts with empathy and sets
work expectations and is readily available for the team during the time of need.
Coordinates and Cooperates with other team members through the digital medium
and expresses views on one’s own area
Understands various roles and functions of team/ branch members working remotely
and aligns well to own role
Keeps appropriate people informed about progress on tasks/projects and seeks help
Respects diverse opinions and attempts to understand viewpoints of others
Technological enablement and agility:
Ability to choose, develop, adopt and apply the technological solutions and
explore creative usage of technical resources to sustainably elevate and advance
business outcomes. Exhibits passion, drive and perseverance to consistently
deliver required business goals by overcoming technological challenges and
holding self and others accountable. Maintains high performance and
productivity with zeal and enthusiasm and ability to change and adapt quickly in an ever-changing technological environment.
Demonstrates a good understanding of the technological advancements and works
with peers or colleagues to test the viability of a new technology tool before applying
it in one’s area of work by ensuring the outcome is error-free
Ability to alter conventional processes and highlight challenges that can be enabled
Stays calm in ambiguous or demanding technological changes in one’s area of work
Ability to make decisions on minor technological changes and can escalate major
concerns to the senior managemen
Skills Required Technical
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