Job Description
Position Assistant Manager- Partner Servicing
Location - Noida NOC
Department - Customer Service
Function - Partner Servicing
Reporting to Manager Client Servicing
(Describe The Primary Function And Purpose Of This Role)
The job holder would be responsible for:
- Monitoring servicing for B2B Customers
- Closely interacting with B2B Customers, partners and business team.
- Closely working with the operations and claims to ensure the customer requirement is timely taken care
- Travel at client locations- South zone
Key Responsibilities
(Mention a detailed description of key areas of focus, essential functions and primary responsibilities required to be performed by the incumbent to achieve business objectives)
Key Measures of Performance
(Describe the major performance assessing criteria and expectations from the role)
- Monitoring of daily servicing requests, responses and endorsement.
- Identifying loopholes and taking corrective actions to meet customer demands
- Visiting the B2B- customers on fortnight basis to strengthen relationships
- Structuring the Group service model according to the customer expectations and feedback, ensuring the commitments are met.
- Enhancing portal utilization for Partner for effective policy servicing.
- Conducting regular governance call and onsite meetings with B2B- B2B2C customers, partners & Sales to handle concerns and orient the process & close gaps.
- Preparation of Business Requirement document/Change Request with help of operations and change delivery group for system development as per business needs.
- Aggressive follow up with the cross functional team for quick resolution
- End to end resolution of customer concerns
- Meeting Service levels Agreement.
- B2B- customer / partner satisfaction.
- Governance Calls
- Process Alignment
Key Relationships (Internal / External)
(Mention the set of key internal and external stakeholders)
Internal
- New Business, claims, B2B teams
- All service department based out of National Operating Centre, Branches
- Sales & Marketing Team
- Information Technology
- Central Finance Team
External
- Niva Bupa Customers/Brokers/Agents
Preferred Skill Set
(Describe the nature and level of key skill requiredpreferred to perform the jobs e.g. interpersonal skills, problem solving ability and business expertise)
- Customer service oriented
- Flexible in timings
- Drive for higher achievement
- Eagerness for learning new processes and systems
- Pro-active approach in issue resolution
- Focused outlook for achieving results
- Good inter-personal skills
- Role Modeling Core Values
- Strategic Planning & Execution
- Technical Expertise
- Managerial Expertise
- Data analytics and presentation skills
Minimum Qualification
Minimum Experience
Graduate/Post GraduateFinance/Operations/Insurance
Knowledge of MS office
Good Communication skills in English and Hindi, both verbal and written
Knowledge about the industry standards related to customer services and a thorough understanding of relevant processed in reference to customer service and delivery
Minimum 3 years of relevant experience in customer service, operations preferably in insurance
