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Assistant Manager
7 days ago
Position Overview:
Assistant Manager POS at a reputable company.
Role Summary:
- Open Calls Monitoring
- Vendor Management
- Responding to inbound calls
- Complaints Management
- MIS & Audit
Organizational Relationships:
Reports to Sr Manager-Operations.
Job Dimensions:
Geographic Area Covered: National
Key Result Areas:
- Open Calls Monitoring
- Monitor all open calls for SLA compliance
- Adherence to TATs
- High accuracy in managing transaction processing
- Vendor Management
- Ensure TAT and Quality adherence
- Provide timely training
- Manage volume effectively
- Responding to inbound calls
- Complaints Management - Provide resolutions within timelines
- MIS & Audit
- Ensure timely completion of all reports and audits
- Completion of RCSA & Audit actionables
- Analysis of calls raised for process improvement
Skills Required:
- Technical
- Customer request handling and processing
- Knowledge of Insurance
- Analytical skills
- Behavioral
- Interpersonal skills
- Communication skills
- Leadership skills
- Teamwork Skills
- Decision-making skills
Competency:
Domain Knowledge, Market Awareness and Achievement Orientation.
Customer & Consumer Engagement:
Focus on understanding and exceeding customer needs.
Team Work:
Understanding team functions and collaboration for success.
Developing, Managing & Working with Hybrid Teams:
Building healthy relations in hybrid work environments.
Technology, Digital and Analytics:
Demonstrating understanding of technology for operational excellence.
Incumbent Characteristics:
Essential and Desired qualifications and experience.
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