Assistant Manager

1 month ago

thane, India Tata AIA Life Insurance Full time

APosition Overview

Position Title

Assistant Manager

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 companyvalues.

3

Sets up systems responsive to immediateand ultimate customer needs.

Focuses on the needs of the externalcustomer while laying out work

procedures.

Effects changes in practices to delivergreater value and satisfaction to the

customers.

Goes out of the way to deliver on time,the commitments made to the customersand consumers while striking a balancebetween their needs and organizationalSOP's.

Guides team members to build relationsand ensures customer delight.

Business Acumen andFunctional 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 ofvarious product features and IRDA

regulations on policy surrender.

Understands how various businessdrivers inter-relate & impact one's area ofworkHas a fair understanding of customergrievances and queries based ongeography, channel, product andseasonality of customer and

demonstrates urgency and proactivnessin providing closures.

Conducts basic concern analysis and sharesit with supervisor to enable changes in internalpolicies and procedures with respect tocustomer service.

Uses available technology, systems,techniques, processes to resolvecustomer concerns and queries andsupport channel partners in achieving

their business priorities by promptlyhandling 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 relationshipswith colleagues from other departments.

Responds with respect to routinequestions and concerns.

Avoids conflicts and if encounters them,remains assertive in communicating andresolving the conflict.

Maintains healthy professional networkwith colleagues from similar function inother companies, to understandcustomer concerns and expectations.

Encourages team to take up selfdevelopment initiatives.

Decision Making andSolution 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 unclearsituations.

Open to new ideas, and demonstrateswillingness to implement them.

Weighs pros & cons before taking action.

Adapts to changing business demands &priorities.

Addresses unforeseen issues/ likelyproblems in providing closure to customer.

Effective Communication

Is attuned to the needs,perspectives and sensitivities ofothers and acts with them in

mind. Maintains effective verbaland written communication toset right perspective ofself andteam, gathers information andinfluences customer to closeassigned tasks.

3

Can customize email messages to besent to customers and guides team incustomizing the written communicationbased on customer need.

Ensures regular consistent communicationwithin area of responsibility.

Expresses ideas clearly and conciselyverbally and in writing.

Presents message as per need ofaudience.

Ensures that all related parties have sameunderstanding of the situation and gainagreement.

Engages other's through own enthusiasmand commitment.

Uses information appropriately toinfluence 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

'

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