Job Description

A Position Overview Position Title Manager - Partner Support Team Department Operations Level / Band Manager B Organisational Relationships Reports to Direct Sr. Manager - Partner Support Team Matrix Not Applicable Supervises HDFC Support Team C Job Dimensions Geographic Area Covered All locations from the HO Stakeholders Internal All departments External All the customers Roles and Responsibilities of Manager: Team handling (review, QC of emails and responses, managing escalations). Coordinate with sales and UW for fast business issuances. Monthly review with sales on call. Quarterly 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 & Senior Management. Ensure that the team publishes the business related MIS as per agreement (Tracking of FTR, Refund trackers, Free look MIS, VPSC Adoption, etc.). 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). Promote Out of Box thinking & share RCA and process reviews based on queries and escalations received from partner & client Reconciliation of business MIS and any adhoc requirements from bank. Adhoc presentation and data analysis needed by banca. D Key Result Areas Queries resolution, updation of customer records on the system. . Handling the team in order to support them in customer & sales queries . Training of team for 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 senior 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 Manage the team . Need to manage a team of around 7 members . Work together for their development of various competencies to help them in their future growth E 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 powerpoint presentation) Behavioral (Refer Appendix for details) Level 1 (rarely / not required) Level 2 (required frequently) Level 3 (essential for position) Interpersonal skills Communication skills Creative thinking skills Supervising/Leadership skills Teamwork Skills Influencing skills Relationship Building skills Decision making skills Behavioral (Refer Appendix for details) Level 1 (rarely / not required) Level 2 (required frequently) Level 3 (essential for position) Interpersonal skills Communication skills Creative thinking skills Supervising/Leadership skills Teamwork Skills Influencing skills Relationship Building skills Decision making skills Incumbent Characteristics Essential Desired Qualification Bachelor Degree Professional Management Qualification Experience (Manager) 3-4 Years in a Service Sector 3-4 Years in Financials Customer Services / Queries handling. MIS and PPT skills

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