Job Description

A Position Overview



Position Title


Assistant Manager Customer Services



Department


Partner Support Team



Level/ Band


Assistant Managers

Role Summary :
B Organizational Relationships



Reports to


Sr. Manager



Supervises


Call Centre Executives

C Job Dimensions



Geographic Area Covered


All



Stakeholders Internal


NB, Finance, POS, IT, Customer Services



External


Channel Partner, Consumers

D Key Result Areas



·

E Competencies ( Please copy paste from Competency Dictionary)



Competency For



Proficiency Scale


Proficiency Scale Description



Eg




Business Acumen and Strategic Orientation

Ability to align with the organization's vision with a fair understanding of the insurance industry, regulations, financial markets and the agency business model in order to deliver profitable and sustainable business growth.


3


Has an in-depth understanding of the market of operations and proposes changes if required as per market dynamics.
Understands how and to what extent business complexities impacts one's own area of work.
Is able to identify trends and analyze performance of self and various branches in one's geography.
Has expert knowledge of BA model, BA compensation and Agent commission and progression and uses it to deliver superior performance.
Is able to device plans to recruit, develop and sustain distributors on a long term basis with organization.
Strives towards achieving proportionate business contribution from all the branches of assigned territory.



Customer & Consumer Orientation

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.


3


Sets up systems responsive to immediate and ultimate customer needs.
Focuses on the needs of the external customer while laying out work
procedures.

Effects changes in practices to deliver greater value and satisfaction to the
customers.
Goes out of the way to deliver on time, the commitments made to the customers and consumers while striking a balance between their needs and organizational SOP's.

Guides team members to build relations and ensures customer delight.



Business Acumen and Functional Knowledge

Ability to stay updated on the
latest market trends and
leverage on knowledge of
product, processes, policy life
cycle, SQL, and advance excel to
understand, respond, resolve
queries and concerns to ensure
better service experience for
'customer' and 'channel partner'.


2


Displays broad level understanding of various product features and IRDA
regulations on policy surrender.

Understands how various business drivers inter-relate & impact one's area of work Has a fair understanding of customer grievances and queries based on geography, channel, product and seasonality of customer and
demonstrates urgency and proactivness in providing closures.

Conducts basic concern analysis and shares it with supervisor to enable changes in internal policies and procedures with respect to customer service.

Uses available technology, systems, techniques, processes to resolve customer concerns and queries and support channel partners in achieving
their business priorities by promptly handling pre-issuance activities.



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.


3


Establishes cordial working relationships with colleagues from other departments.
Responds with respect to routine questions and concerns.
Avoids conflicts and if encounters them, remains assertive in communicating and resolving the conflict.

Maintains healthy professional network with colleagues from similar function in other companies, to understand customer concerns and expectations.
Encourages team to take up self development initiatives.



Decision Making and Solution Orientation

Empowers and encourages team
to expedite decision making at
each level. This also means taking
ownership and staying flexible
while embracing change.


2


Takes decision quickly in clear situations.
Seeks guidance in case of unclear situations.
Open to new ideas, and demonstrates willingness to implement them.
Weighs pros & cons before taking action.
Adapts to changing business demands & priorities.
Addresses unforeseen issues/ likely problems in providing closure to customer.



Effective Communication

Is attuned to the needs, perspectives and sensitivities of others and acts with them in
mind. Maintains effective verbal and written communication to set right perspective of self and team, gathers information and influences customer to close assigned tasks.


3


Can customize email messages to be sent to customers and guides team in customizing the written communication based on customer need.
Ensures regular consistent communication within area of responsibility.
Expresses ideas clearly and concisely verbally and in writing.
Presents message as per need of audience.
Ensures that all related parties have same understanding of the situation and gain agreement.
Engages other's through own enthusiasm and commitment.
Uses information appropriately to influence decisions.
Communicates strategic priorities, objectives and purpose clearly.

G Skills Required



Technical

§



Behavioral




Essential


Desired



Interpersonal skills





Communication skills





Creative thinking skills





Supervising/Leadership skills





Teamwork Skills





Influencing skills





Relationship Building skills





Decision making skills



H Incumbent Characteristics




Essential


Desired



Qualification


Graduate




Experience


4 Years

'