Basic Functions
- Work allocation
- Leading a team of 15-20 associates based on the alignment of the specific process
- Be the process expert from an escalation and client interaction standpoint
- Regular catch up on calls, emails with the client on client/process specific requirements
- Generating and analyzing reports for the purpose of performance management of the team and reporting back to the clients on service delivery
- Ability to identify inefficient/ineffective processes and develop recommendations to enhance controls and efficiency
- Providing coaching and feedback to team members to enable them to improve their performance and enhance their technical and soft skills
- Responsible to achieve team production targets and maintain SLAs & KPIs
- Exposure to Claim Handling and / or Payment Processing will be an added advantage
- Monitoring transactions for accuracy and improvement
Team
Primary Internal Interactions
- To work with associates / Sr associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
- Subject Matter Expert, for the purpose of handling process related issues, queries and escalated transactions
Managers
- To work with Managers for the purpose of reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
Primary External Interactions
- Client operations team and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans
- Seeking clarifications & answering queries
- Responding on escalations, if any
Organizational Relationships
Reports To : Manager
Supervises : Associates / Senior Associates
Skills
Technical Skills
- Good computer navigation skills, keyboarding skills
- Proficient in MS Office
- Understanding of P&C insurance, Claims Handling, Payment Processing would be an advantage
Process Specific Skills
- Knowledge of the function, process and systems
- Good decision making skills
- Effectively balances quality, customer service and productivity standards
- Ability to prioritize & multi-task
- Excellent problem solving & analytical skills
- Act as liaison between team members and management & bring issues/concerns to management
- Excellent written, comprehension and verbal communication skills
Soft Skills (Desired)
- Self-discipline
- Result orientation
- Adaptability
- Presentation skills
- Feedback skills
- Goal oriented
Soft Skills (Minimum)
- Excellent written and verbal communication skills (Minimum CEF B2)
- Listening and comprehension skills
- Questioning and Reasoning Skills
- Customer Service focus and escalation handling skills
- Ability to multi task, prioritize and manage daily work activities
