Job Description

Role description APosition Overview Position Title Officer Department Business Conservation Level/ Band Officer Role Summary: B Organizational Relationships Reports to Anita Bandari Supervises None C Job Dimensions Geographic Area Covered NA Stakeholders Internal Internal/External Departments External NA D Key Result Areas .Making 120 calls per day with 60% contactibility .Call Quality to be maintained .Ensure Customer queries are closed end to end 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. 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. 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 1 Is updated and aware of the products, systems and regulatory guidelines applicable to the department. Possesses thorough knowledge of policy life cycle and policy non forfeiture clauses and conditions. Has basic understanding of own role and utilizes required skills and knowledge for own area of work to complete routine tasks. Demonstrate basic understanding of SQL & MS Excel. 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. 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. 1 Understands the urgency and is quick in escalating the matter to concerned authority if required. Appears comfortable making routine decisions. Identifies & communicates the need for change in own area of operation. Identifies & resolves bottlenecks in the change process. 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. 2 Is effective in communicating ideas, solutions, suggestions to customer via email and letters. Appropriately expresses one\'s own opinion. Is able to refrain from immediate judgment and criticism of others\' ideas, delivering criticism in a way that demonstrates sensitivity to other\'s views. Acts to understand and respond appropriately to the concerns of others demonstrates openness and receptivity to new information. 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 Graduation Experience 0-1year

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