Job Description

Position Title

Executive – Partner Support Team


Department

Operations


Level / Band

Executive

B Organisational Relationships


Reports to

Manager – Partner Support Team


Supervises

Support desk

C Job Dimensions


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:

• Service requests and responses.
• Coordinate with sales and UW for fast business issuances.
• Monthly review with sales on call.
• Monthly feedback to be collected on Support desk services.
• Ensuring that the queries are responded by team within the stipulated TATs and in line with the quality expectation.
• Participating in monthly reviews along with in-depth data analysis & preparation of presentations of Channel Partner.
• Ensure that publishes the business related MIS as per agreement.
• Handling queries pertaining to underwriting & product and ensuring that responses are sent out within the timeline for closure.
• Handling escalations which may require coordinating with sales, customer, UW and understanding and resolving the queries. (With regards to TPA services/ Policy Document/query resolution/issuances).
• Share RCA and process reviews based on queries and escalations received from partner & client.
• Reconciliation of business MIS and any adhoc requirements from bank.
• Data analysis needed by Banca.
  

D Key Result Areas


Queries resolution, updation of customer records on the system.

• Handling the sales team in order to support them in customer & queries

• Knowledge any new process changes.

• Ensure effective handling and timely resolution of key customer queries with a view to bring about customer satisfaction.

• Prioritization of job

• Handling of product & process related queries

• Provide feedback to management on any process related improvement.

• Co-ordinates with Sales & other stakeholders for business issuance.

• Daily reconciliation of MIS.

• Coordination with TPA for medical related queries.

• Handling of escalations.
  

Adherence to established processes

• Following the process & provide support to business team
  

E Competencies


Competency For



Proficiency Scale

Proficiency Scale Description


Process Orientation : Ensures that quality results and benchmarks are achieved by adhering to set processes.

1

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.

2

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 needs.


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.

1

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.

1

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.

1

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.

1

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 if required 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.

2

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 with technology 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 management

F Skills Required


Technical

• Listening skills, Communication skills, & thorough knowledge of processes and systems.

• Data analysis

• Basic Knowledge of Insurance industry preferable

• MS Office (Excels, MS access and power point presentation)
  

Behavioral (Refer Appendix for details)

Essential

Desired


Interpersonal skills

• 
  

Communication skills

• 
  

Creative thinking skills

• 
  

Supervising/Leadership skills

• 
  

Teamwork Skills

• 
  

Influencing skills

• 
  

Relationship Building skills

• 
  

Decision making skills

• 
  

G Incumbent Characteristics


Essential

Desired


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 Tamil language proficiency